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

Qualifications

Required Skills and Qualifications:

• 2–6 years of experience in international voice process, preferably in the US healthcare domain.





• Strong knowledge of US healthcare processes, including insurance, billing, claims, and medical terminology.

• Excellent English communication skills – both verbal and written.

• Familiarity with CRMs and healthcare management tools (e.g., EPIC, Athena, or similar).

• Ability to work in night shifts (US hours) and from office premises.

• Good problem-solving ability, patience, and empathy while dealing with patients or clients.

• Must be a team player and possess strong interpersonal skills.

• Valuable to have experience in Spanish

• Experience with the Spanish language is a plus.

Shift Timings: US Shifts (Night Shift)

📌 Sr Analyst (US/International voice process) (India)
🏢 EVERSANA
📍 India