Respond to inbound and outbound calls related to healthcare insurance, claims, billing, and eligibility.
Assist US-based members and providers with accurate and timely information.
Maintain a strong understanding of healthcare benefits, medical terminology, and insurance workflows.
Accurately document customer interactions and transactions in the system.
Ensure HIPAA compliance and protect patient privacy at all times.
Meet and exceed key performance metrics including quality, customer satisfaction (CSAT), and Average Handling Time (AHT).
Collaborate with internal teams for escalation resolution and process improvement.
Help guide and educate customers about the fundamentals and advantages of consumer-driven health care topics to select the best benefit plan options,
maximize the value of their health plan benefits and choose a quality care provider
Contact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
Assist customers in navigating the member website, and other websites while encouraging and re-assure them to become self-sufficient
Preferred Candidate Profile
Minimum 6 months to 3 years of experience in the International voice process.
Excellent verbal and written communication skills in English.
Strong interpersonal skills with the ability to remain patient and empathetic.
Comfortable working night shifts and rotational offs.
Basic computer literacy and typing skills.
Experience with international healthcare insurance processes (e.g., claims adjudication, EOB, authorizations).
Knowledge of HIPAA regulations.
Graduate in any stream (preferably Life Sciences, Healthcare, or related fields).
Undergraduates with relevant BPO ex
📌 Walk In Drive on 17th (Gurugram)
🏢 TELUS Digital
📍 Gurugram
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