Job Title: Analyst – International Healthcare Voice Process (Immediate Joiners)
Location: Pune, India (Work from Office)
Summary:
EVERSANA, a global leader in providing integrated commercialization services to the life science industry, is seeking highly motivated and skilled Analysts to join our International Healthcare Voice Process team in Pune. This is an exciting opportunity for individuals with experience in international voice support, particularly within the US healthcare domain, to contribute to a dynamic and growing organization. As an Analyst, you will be responsible for providing exceptional customer service and support to US healthcare customers and patients, ensuring accurate and efficient resolution of their inquiries. If you are a driven professional with a strong understanding of US healthcare processes, medical terminology, insurance, billing, and claims, we encourage you to apply. Immediate joiners are highly preferred.
About EVERSANA:
EVERSANA is a leading independent provider of global services to the life science industry. We deliver integrated solutions that span the product lifecycle, from pre-clinical to commercialization, helping our clients optimize their performance and improve patient outcomes. Our commitment to innovation, quality, and customer satisfaction has established us as a trusted partner to pharmaceutical, biotechnology, and medical device companies worldwide.
Responsibilities:
- Customer Interaction: Handle inbound and outbound calls from US healthcare customers and patients, providing a professional and empathetic service experience.
- Issue Resolution: Analyze customer inquiries and provide accurate, timely, and effective solutions to their concerns, ensuring customer satisfaction.
- Healthcare Expertise: Demonstrate a strong understanding of US healthcare insurance, billing, and claims processes, and effectively communicate this information to customers.
- Documentation: Accurately document all customer interactions and resolutions in compliance with HIPAA guidelines and company policies.
- Collaboration: Work closely with internal teams, including claims processing, billing, and customer service, to resolve complex issues and ensure seamless customer experience.
- Performance Metrics: Meet or exceed established performance metrics, including call quality, communication etiquette, and productivity standards.
- Continuous Improvement: Actively participate in training programs and quality improvement initiatives to enhance knowledge, skills, and performance.
- Compliance: Adhere to all company policies, procedures, and regulatory requirements, including HIPAA regulations and data privacy laws.
- Adaptability: Remain flexible and adaptable to changes in processes, procedures, and technology, and readily embrace new challenges and opportunities.
Qualifications:
- Experience: 6 months to 4 years of experience in an international voice process is mandatory. Prior experience in US healthcare voice support is highly preferred.
- Healthcare Knowledge: Strong understanding of US healthcare insurance, billing, and claims processes, as well as medical terminology.
- Communication Skills: Excellent English communication skills, both written and verbal, with the ability to communicate clearly and effectively with customers and colleagues.
- Technical Skills: Proficiency in using computer systems, including CRM software, call center applications, and Microsoft Office Suite.
- Problem-Solving: Strong problem-solving skills with the ability to analyze information, identify root causes, and develop effective solutions.
- Customer Focus: A genuine passion for providing exceptional customer service and a commitment to exceeding customer expectations.
- Teamwork: Ability to work effectively in a team environment, collaborating with colleagues to achieve shared goals.
- Availability: Willingness to work in rotational shifts, including evenings, weekends, and holidays, as required.
- Immediate Availability: Candidates who can join immediately are highly preferred.
- Location: Must be able to work from our office in Pune, India, on a 5-day work week schedule.
Benefits of Working at EVERSANA:
- Global Leader: Opportunity to work with a global leader in healthcare solutions, contributing to innovative projects and initiatives.
- Skill Development: Access to comprehensive training programs and development opportunities to enhance your skills and knowledge in US healthcare operations.
- Professional Culture: Be a part of a professional and supportive work culture that values teamwork, collaboration, and employee growth.
- Growth Opportunities: Opportunities for career advancement and growth within the organization for high-performing individuals.
- Competitive Compensation: Competitive salary and benefits package, including health insurance, paid time off, and other employee perks.
How to Apply:
If you are a highly motivated and results-oriented individual with a passion for healthcare and customer service, we encourage you to apply. Please submit your updated resume to [email protected], mentioning “Analyst – International Healthcare Voice Process (EVERSANA, Pune)” in the subject line.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We look forward to hearing from you!