Role & responsibilities

- Supervise, mentor, and lead a team of contact center agents handling healthcare-related inquiries, including insurance, claims, billing, and patient support.
- Monitor daily team performance and ensure adherence to Service Level Agreements (SLAs), such as Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT).
- Conduct regular team meetings, training sessions, and one-on-one coaching to enhance skills and ensure compliance with US healthcare regulations.
- Motivate and engage team members to achieve individual and team goals.
- Manage daily operations and ensure smooth workflow in the contact center environment.
- Handle escalations and resolve customer complaints efficiently while adhering to healthcare compliance standards, including HIPAA.
- Monitor call quality and provide constructive feedback to agents for continuous improvement.
- Prepare and analyze reports on team performance metrics and recommend improvement strategies.
- Drive a customer-first culture by ensuring that all interactions are handled empathetically, professionally, and in compliance with healthcare standards.
- Ensure accurate and timely resolution of customer inquiries related to healthcare services, insurance coverage, claims, and medication support.
- Collaborate with Quality Assurance and Training teams to improve customer service standards,



with a focus on US healthcare practices.

Preferred candidate profile

- 3-5 years of experience in a contact center environment (voice process), with at least 1-2 years in a leadership role.
- Experience in the US healthcare industry (e.g., insurance, claims, pharmacy, or patient support) is mandatory.
- Bachelor's degree in any field
- Background in Pharma, Nursing, or USRN certification will have an added advantage.

Skills

- Robust leadership and people management skills.
- In-depth understanding of US healthcare processes, including insurance claims, medical billing, and patient engagement.
- Knowledge of HIPAA compliance and other US healthcare regulations.
- Excellent communication and interpersonal skills.
- Proficiency in using contact center software, CRM tools, and reporting tools.
- Analytical mindset with the ability to interpret data and drive actionable insights.
- Problem-solving and conflict-resolution skills.
- Background in Pharma, Nursing, or USRN certification is an added advantage.
- Customer-focused mindset with a strong understanding of patient care and healthcare services.
- Ability to work in a fast-paced, dynamic environment.
- Fixed night shift to match US business hours with rotational week offs

Interested Candidate can share their CVs on- [email protected]

📌 Supervisor- US Healthcare (Karnataka)
🏢 ResultsCX
📍 Karnataka