International Voice Process -Hybrid

Allegis Group; Gurugram District, Bengaluru, Delhi; On-site; INR 300,000 - 600,000; Full time

Job summary

Allegis Group in India is seeking a patient support professional to manage high-volume inbound calls from patients, providers, and pharmacies, addressing therapy status, prescriptions, and program questions.

You will assist across Patient Access Programs, HUB services, benefits verification, prior authorization, and pharmacy support, ensuring clear, empathetic communication and accurate documentation in a regulated healthcare setting.

Qualifications

• Bachelor's degree preferred, or equivalent experience.
• Minimum two years of experience in an international contact center or inbound voice support environment.
• US healthcare experience is mandatory, preferably within Patient Access Programs, HUB, Reimbursement, Pharmacy Support, Benefits Verification, Prior Authorization, or PAP.
• Experience handling patient, provider, payer, or pharmacy interactions is strongly preferred.

Responsibilities

• Manage high volume inbound calls from patients, providers, and pharmacies regarding therapy status, prescriptions, and program questions.
• Support callers across Patient Access Programs, HUB services, benefits verification, prior authorization, and pharmacy support processes.
• Build trust and rapport with patients, caregivers, and healthcare providers through clear, confident, and empathetic communication.
• Simplify complex healthcare, insurance, and reimbursement information into language patients can easily understand.
• Ask probing questions and paraphrase what you hear to confirm understanding and avoid miscommunication.
• Research across multiple systems and knowledge bases to identify the correct resolution, owning issues through to completion.
• Document every interaction accurately and completely, maintaining the compliance and quality standards required in a regulated healthcare environment.
• Manage call flow and back-to-back conversations while meeting Average Handle Time, First Call Resolution, and quality expectations.
• Respond to vulnerable, frustrated, or anxious patients with composure, recognizing emotional cues and adapting your approach accordingly.

Skills

Empathetic communication

Call center experience

Patient interactions

Education

Bachelor's degree or equivalent experience

Job description

Role & responsibilities

• Manage high volume inbound calls from patients, providers, and pharmacies regarding therapy status, prescriptions, and program questions.
• Support callers across Patient Access Programs, HUB services, benefits verification, prior authorization, and pharmacy support processes.
• Build trust and rapport with patients, caregivers, and healthcare providers through clear, confident, and empathetic communication.
• Simplify complex healthcare, insurance, and reimbursement information into language patients can easily understand.
• Ask probing questions and paraphrase what you hear to confirm understanding and avoid miscommunication.
• Research across multiple systems and knowledge bases to identify the correct resolution, owning issues through to completion.
• Document every interaction accurately and completely, maintaining the compliance and quality standards required in a regulated healthcare environment.
• Manage call flow and back-to-back conversations while meeting Average Handle Time, First Call Resolution, and quality expectations.
• Respond to vulnerable, frustrated, or anxious patients with composure, recognizing emotional cues and adapting your approach accordingly.

Preferred candidate profile

• Bachelors degree preferred, or equivalent experience.
• Minimum two years of experience in an international contact center or inbound voice support environment.
• US healthcare experience is mandatory, preferably within Patient Access Programs, HUB, Reimbursement, Pharmacy Support, Benefits Verification, Prior Authorization, or PAP.
• Experience handling patient, provider, payer, or pharmacy interactions is strongly preferred.