International Healthcare Voice Process - US Shift

Position Overview

We are seeking a dynamic and customer-focused professional to join our International Healthcare Voice Process team (US Shift) . The ideal candidate will handle inbound and outbound calls related to healthcare services, insurance, and patient support for clients based in the United States . This role requires excellent communication skills, problem-solving ability, and a professional demeanor .

Key Responsibilities

1. Customer Interaction

• Handle inbound and outbound calls professionally for US healthcare clients.
• Address patient or client inquiries regarding appointments, insurance claims, or healthcare services.
• Provide accurate and clear information regarding procedures, policies, and service options.
• Resolve customer complaints and escalate issues when necessary.

2. Patient & Client Support

• Assist in scheduling, rescheduling, and confirming appointments for healthcare services.
• Guide patients through insurance verification, coverage, and claim procedures .
• Provide support for billing inquiries, payment processing, and document submission .

3. Documentation & Record-Keeping

• Maintain accurate records of customer interactions, complaints, and resolutions .
• Update patient or client information in CRM or healthcare management systems .
• Ensure data confidentiality and compliance with HIPAA regulations .

4. Process Adherence

• Follow standard operating procedures (SOPs) and client-specific guidelines.
• Ensure compliance with healthcare regulations, data privacy, and quality standards .
• Report process gaps, errors, or discrepancies to supervisors for corrective action.

5. Quality Assurance & Reporting

• Meet quality and performance metrics such as AHT (Average Handling Time), FCR (First Call Resolution), and CSAT (Customer Satisfaction).
• Participate in team huddles, training sessions, and feedback meetings .
• Generate reports for daily call logs, escalations, and process improvement initiatives .

6. Continuous Learning & Improvement

• Stay updated with US healthcare policies, insurance practices, and terminology .
• Enhance communication, problem-solving, and client service skills .
• Adopt feedback and implement changes to improve customer experience .

Required Skills & Competencies

1. Communication Skills

• Excellent spoken and written English with a neutral American accent .
• Ability to understand and communicate complex healthcare-related information clearly.
• Polite, patient, and professional demeanor on calls.

2. Customer Service Skills

• Strong problem-solving and conflict resolution abilities .
• Empathetic approach to handling patient and client concerns .
• Ability to build trust and maintain long-term client relationships .

3. Technical & Computer Skills