We are looking for an experienced Senior Healthcare Associate – US Voice Process to handle inbound and outbound interactions with US-based patients, healthcare providers, insurance companies, and other healthcare stakeholders.

The candidate will be responsible for handling complex healthcare-related queries, insurance verification, claim follow-ups, patient support, documentation, and issue resolution while maintaining high standards of communication, accuracy, productivity, and compliance.

Key Responsibilities

- Handle inbound and outbound calls with US-based patients, providers, insurance companies, and healthcare offices.
- Handle complex customer and healthcare-related queries professionally and efficiently.
- Perform insurance eligibility and benefits verification when required.
- Coordinate with insurance payers regarding claim status, pending claims, denials, authorizations, and payment-related issues.
- Support Revenue Cycle Management (RCM) activities including AR follow-up and claim resolution.
- Follow up on outstanding or denied claims and identify appropriate next actions.
- Assist patients with queries related to appointments, insurance, billing, payments, and account information.
- Obtain missing or incomplete patient/payer information through appropriate communication.
- Document all calls, follow-ups, actions, and resolutions accurately in the required systems.
- Maintain confidentiality of patient information and strictly follow HIPAA and US healthcare compliance requirements.
- Handle escalated or complex cases and coordinate with internal teams for timely resolution.
- Meet defined productivity, quality, accuracy, AHT, attendance, and SLA/KPI targets.
- Maintain professional telephone etiquette and demonstrate solid active listening and empathy.
- Participate in process training, refresher sessions, audits, and quality improvement initiatives.
- Support new team members through process knowledge sharing and on-the-job guidance.
- Identify recurring issues and suggest improvements to enhance process efficiency and customer experience.





Senior-Level Responsibilities

- Independently handle complex calls and healthcare scenarios with minimal supervision.
- Support the Team Leader in resolving escalations and operational issues.
- Assist in mentoring and guiding junior associates.
- Conduct knowledge-sharing sessions whenever required.
- Monitor process gaps and recommend corrective actions.
- Maintain consistent quality and productivity performance.
- Support the team during peak volumes and critical business requirements.

Required Skills

- Excellent spoken and written English communication.
- Strong neutral/accent-understandable communication suitable for US customers.
- Excellent active listening and interpersonal skills.
- Good understanding of US Healthcare / Medical Billing / RCM.
- Knowledge of insurance terminology, eligibility, benefits, claims, denials, and patient billing is preferred.
- Strong problem-solving and decision-making abilities.
- Good typing and data-entry skills.
- Ability to handle multiple systems and applications simultaneously.
- Strong documentation and attention to detail.
- Ability to work independently as well as in a team.
- Comfortable working in US night shifts.

Educational Qualification

- Any Graduate is preferred.
- Candidates with a healthcare, life sciences, nursing, pharmacy, or related educational background will have an added advantage.

Experience

- 2–5 years of experience in US Healthcare Voice / International Voice Process.
- Experience in any of the following areas will be preferred:
- US Healthcare BPO
- Patient Calling
- Medical Billing
- AR Calling
- RCM
- Insurance Verification
- Claims Follow-up
- Denial Management
- Provider Calling
- Healthcare Customer Support

Performance Parameters

The selected candidate will be evaluated based on:

- Call Quality
- Customer Satisfaction
- Productivity
- Accuracy
- Average Handling Time (AHT)
- First Call Resolution (FCR)
- SLA Adherence
- Attendance & Schedule Adherence
- Documentation Accuracy
- Compliance

Pay: ₹13,554.02 - ₹38,225.50 per month

Benefits:

- Cell phone reimbursement
- Paid time off
- Provident Fund

Work Location: In person

📌 Healthcare Associate - Experienced (India)
🏢 sarajobs
📍 India