Role & responsibilities

- Manage high volume inbound calls from patients, providers, and pharmacies regarding therapy status, prescriptions, and program questions.

- Support callers across Patient Access Programs, HUB services, benefits verification, prior authorization, and pharmacy support processes.

- Build trust and rapport with patients, caregivers, and healthcare providers through clear, confident, and empathetic communication.

- Simplify complex healthcare, insurance, and reimbursement information into language patients can easily understand.

- Ask probing questions and paraphrase what you hear to confirm understanding and avoid miscommunication.

- Research across multiple systems and knowledge bases to identify the correct resolution, owning issues through to completion.

- Document every interaction accurately and completely, maintaining the compliance and quality standards required in a regulated healthcare setting.





- Manage call flow and back-to-back conversations while meeting Average Handle Time, First Call Resolution, and quality expectations.

- Respond to vulnerable, frustrated, or anxious patients with composure, recognizing emotional cues and adapting your approach accordingly.

Preferred candidate profile

- Bachelors degree preferred, or equivalent experience.

- Minimum two years of experience in an international contact center or inbound voice support environment.

- US healthcare experience is mandatory, preferably within Patient Access Programs, HUB, Reimbursement, Pharmacy Support, Benefits Verification, Prior Authorization, or PAP.

- Experience handling patient, provider, payer, or pharmacy interactions is strongly preferred.

📌 International Voice Process -Hybrid (Bengaluru)
🏢 Allegis Group
📍 Bengaluru