Customer Support Analyst (US Voice Process)

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.
• Required Skills and Qualifications:
• 2-4 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)
• All your information will be kept confidential according to EEO guidelines.
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Benefits

Additional Information

Job Title: Analyst - International Healthcare Voice Process

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Company Intel

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