Process Executive

Anisha Global Services; Sector 10; On-site; INR 240,000 - 360,000; Full time

Job summary

Anisha Global Services in India is seeking a Healthcare Customer Service Associate to handle international voice interactions for a US healthcare process. The role involves handling calls from US healthcare members, providers, and insurers, resolving queries about benefits, eligibility, claims, and billing.

Requires excellent English, active listening, problem-solving, and the ability to work in a high-volume environment.

Qualifications

• Excellent English communication and active listening required.
• Strong problem-solving abilities essential.
• Ability to handle high-volume international voice interactions.
• Willingness to work US night shifts and Sat/Sun week-offs.

Responsibilities

• Handle inbound and outbound calls from US healthcare customers.
• Resolve queries on health insurance, eligibility, benefits, claims, billing, and provider information.
• Verify customer information and provide accurate information per guidelines.
• Research concerns using multiple healthcare applications and internal systems.
• Explain benefits, claim status, coverage details and next steps.
• Maintain records of each interaction in CRM and follow up.
• Escalate complex issues to appropriate departments.
• Maintain confidentiality of PHI and HIPAA compliance.
• Meet productivity, quality, attendance, and customer satisfaction targets.
• Complete after-call work (ACW) timely.

Skills

English communication

Active listening

Problem solving

Customer service

Typing

MS Office

CRM software

Data accuracy

Multi-system use

US night shift

Tools

CRM software

Ticketing system

Job description

Job Title: Healthcare Customer Service Associate International Voice Process

Process: US Healthcare

Process Type: International Voice / Operations

Employment Type: Full-Time

Shift: US Shift / Night Shift

Work Mode: Work from Office

Experience: Freshers / Experienced candidates can be considered

Job Summary

We are looking for a confident and customer-focused Healthcare Customer Service Associate to handle international voice interactions for a US healthcare process.

The candidate will be responsible for handling inbound and/or outbound calls from US healthcare members, patients, providers, hospitals, and insurance representatives, resolving queries related to healthcare benefits, eligibility, claims, billing, appointments, and other healthcare-related services.

The role requires excellent English communication, active listening, problem-solving ability, and the ability to work in a high-volume international voice environment.

Key Responsibilities

• Handle inbound and outbound calls from US healthcare customers, members, patients, and providers.
• Resolve queries related to health insurance, eligibility, benefits, claims, billing, and provider information.
• Verify customer/member information and provide accurate information as per process guidelines.
• Research customer concerns using multiple healthcare applications and internal systems.
• Explain healthcare benefits, claim status, coverage details, and required next steps clearly to customers.
• Maintain accurate records of every customer interaction in the CRM/system.
• Escalate complex issues to the appropriate internal department while ensuring proper follow-up.
• Handle customer complaints professionally and work toward First Call Resolution (FCR).
• Maintain professional call etiquette, empathy, active listening, and effective call control.
• Follow defined SOPs, quality guidelines, compliance requirements, and process workflows.
• Strictly maintain confidentiality while handling Protected Health Information (PHI) and follow HIPAA-related requirements.
• Meet defined productivity, quality, attendance, adherence, and customer satisfaction targets.
• Manage multiple applications simultaneously while speaking with customers.
• Complete accurate after-call work (ACW) and documentation within the required timelines.
• Participate in training, coaching, quality feedback sessions, and process updates.

Key Skills Required

• Excellent English verbal communication and pronunciation.
• Strong listening and comprehension skills.
• Good customer service and problem-solving abilities.
• Ability to handle difficult or irate customers professionally.
• Good typing and computer navigation skills.
• Comfortable working on multiple systems/screens simultaneously.
• Ability to work in a high-volume international voice process.
• Good knowledge of MS Office and basic computer applications.
• Strong attention to detail and ability to maintain data accuracy.
• Willingness to work in a US/night shifts and Sat/Sun week-offs.