Process Associate

Job Title

**Customer Service Executive / Process Associate Healthcare International Voice Process**

Job Summary

We are looking for customer-focused professionals to join our **International Healthcare Inbound Voice Process**. The role involves handling inbound calls from international/US patients, members, healthcare providers, and insurance representatives, resolving queries related to healthcare services, insurance benefits, claims, eligibility, billing, and appointments.

The candidate should have excellent English communication skills, strong listening abilities, empathy, and the ability to handle sensitive customer information confidentially. Healthcare voice processes commonly involve insurance, claims, eligibility, billing, medical terminology, and HIPAA-related privacy requirements.

Key Responsibilities

* Handle **inbound calls** from international/US customers, patients, members, and healthcare providers.

* Understand customer concerns and provide accurate information and appropriate resolutions.

* Handle queries related to:

* Health insurance benefits

* Eligibility and verification

* Claims status

* Billing and payments

* Authorizations

* EOB (Explanation of Benefits)

* Appointments and provider information

* Healthcare plans and services

* Verify customer/member information according to process requirements.

* Explain healthcare benefits and processes clearly to customers.

* Contact or coordinate with healthcare providers and internal departments when required.

* Document every customer interaction accurately in the CRM/system.

* Follow prescribed call handling procedures, scripts, quality standards, and compliance guidelines.

* Maintain strict confidentiality of patient/member information and follow **HIPAA and data-privacy requirements** where applicable.

* Escalate complex or unresolved issues to the appropriate department.

* Maintain professional, courteous, and empathetic communication during every interaction.

* Achieve process KPIs such as **Quality, AHT, FCR, CSAT, Productivity, Attendance, and Schedule Adherence**.

* Participate in training, coaching, process updates, and quality improvement initiatives.

Required Skills & Qualifications

* Graduate in any discipline; healthcare/life sciences background is an advantage.

* **0–3 years of experience** in international voice/customer service/BPO; healthcare experience preferred.

* Freshers with excellent communication skills may also be considered, depending on the process.

* Excellent verbal and written **English communication skills**.

* Good pronunciation, active listening, and comprehension skills.

* Strong customer-service and problem-solving abilities.

* Empathy and patience while handling patients/customers.

* Basic computer knowledge and good typing skills.

* Ability to navigate multiple systems while speaking with customers.

* Knowledge of US healthcare, insurance, medical terminology, claims, or billing is an added advantage.

* Knowledge of HIPAA and healthcare data confidentiality is preferred. Current healthcare voice JDs commonly specify these requirements.

Work Requirements

* Willingness to work in **US/international shifts**, including night shifts.

* Willingness to work on rotational weekly offs.

* Ability to work in a high-volume call-center environment.

* Strong attendance and schedule adherence.

* Comfortable working with performance-based KPIs.

Key Performance Indicators (KPIs)

* Call Quality

* Customer Satisfaction (CSAT)

* Average Handling Time (AHT)

* First Call Resolution (FCR)

* Productivity

* Attendance & Schedule Adherence

* Compliance / Process Accuracy

Preferred Experience

Candidates with experience in the following areas will be preferred:

**US Healthcare | Health Insurance | Patient Support | Claims | Eligibility | Benefits Verification | Medical Billing | Provider Services | International Voice Process | Customer Support**

Job Type

**Full-Time | International Voice Process | Healthcare BPO**