Customer Support Analyst (US Voice Process)

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:

• 2–4 years of experience in international voice process, preferably in the US healthcare domain.

• Strong knowledge of US healthcare processes, including insuranc...