Sr Analyst (US/International voice process)

EVERSANA India Pvt. Ltd; Pune District; On-site; INR 300,000 - 520,000; Full time

Job summary

EVERSANA India Pvt. Ltd. is seeking an Analyst - International Healthcare Voice Process to handle US-bound calls, document interactions in CRM, and ensure HIPAA-compliant service delivery. This role requires strong English communication, knowledge of US healthcare processes, and a customer-first mindset.

Night shifts aligned to US hours, based in Pune office. Experience in healthcare, willingness to work with cross-functional teams, and familiarity with EPIC or Athena is a plus.

Qualifications

• 2-6 years of experience in international voice process, preferably in the US healthcare domain.
• Strong knowledge of US healthcare processes, including insurance, billing, claims, and medical terminology.
• Excellent English communication skills - both verbal and written.
• Familiarity with CRMs and healthcare management tools (e.g., EPIC, Athena, or similar).
• Ability to work in night shifts (US hours) and from office premises.
• Good problem-solving ability, patience, and empathy while dealing with patients or clients.
• Must be a team player and possess strong interpersonal skills.
• Good to have experience in Spanish
• Experience with the Spanish language is a plus.

Responsibilities

• Handle inbound and outbound calls related to healthcare services.
• Provide excellent customer service by addressing queries, concerns, and complaints in a professional manner.
• Accurately document all call interactions in the internal CRM systems.
• Ensure compliance with HIPAA and company policies regarding patient confidentiality.
• Collaborate with internal departments to resolve issues promptly.
• Meet defined metrics such as call quality, average handling time (AHT), and first call resolution (FCR).
• Follow up on unresolved issues and ensure timely closure.

Skills

International voice process

US healthcare processes

English communication

CRM tools

Night shifts

Team player

Spanish (plus)

Tools

EPIC

Athena

CRM systems

Job description

Job Description

Job Title: Analyst - International Healthcare Voice Process

Key Responsibilities:

• Handle inbound and outbound calls related to healthcare services
• Provide excellent customer service by addressing queries, concerns, and complaints in a professional manner.
• Accurately document all call interactions in the internal CRM systems.
• Ensure compliance with HIPAA and company policies regarding patient confidentiality.
• Collaborate with internal departments to resolve issues promptly
• Meet defined metrics such as call quality, average handling time (AHT), and first call resolution (FCR)
• Follow up on unresolved issues and ensure timely closure

Qualifications

Required Skills and Qualifications

• 2-6 years of experience in international voice process, preferably in the US healthcare domain
• Strong knowledge of US healthcare processes, including insurance, billing, claims, and medical terminology
• Excellent English communication skills - both verbal and written
• Familiarity with CRMs and healthcare management tools (e.g., EPIC, Athena, or similar)
• Ability to work in night shifts (US hours) and from office premises
• Good problem-solving ability, patience, and empathy while dealing with patients or clients
• Must be a team player and possess strong interpersonal skills
• Good to have experience in Spanish
• Experience with the Spanish language is a plus

Shift Timings: US Shifts (Night Shift)

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