Role: Customer Service Representative

Location:
Gandhinagar, Gujarat Shift: US Shift (8:00 PM to 5:30 AM IST) Mode of Work: Work From Office (5 Days)

About the Role
Advantmed is seeking a highly motivated and customer-focused Customer Service Representative to join our Record Retrieval team. In this role, you will serve as the primary point of contact for healthcare providers, clinics, hospitals, and internal stakeholders, ensuring timely and skilled communication throughout the medical record retrieval process. The ideal candidate is an excellent communicator with prior call center experience, a passion for customer service, and the ability to build strong relationships while managing multiple priorities. You will play a critical role in supporting healthcare operations by ensuring efficient coordination, issue resolution, and exceptional customer experience.

Key Responsibilities
Customer Service & Relationship Management
• Serve as the primary point of contact for customers, providers, and stakeholders regarding record retrieval requests.
• Build and maintain professional, positive, and long-term relationships through effective communication.
• Deliver exceptional customer experiences by handling inquiries with empathy, professionalism, and urgency.
• Provide timely updates on request status, expected turnaround times, and issue resolution. Call Handling & Issue Resolution
• Manage inbound and outbound calls while meeting established productivity and quality targets.
• Investigate customer concerns and provide accurate information, solutions, and follow-up support.
• Escalate complex issues to appropriate internal teams and ensure timely resolution.
• Handle customer complaints professionally while maintaining a positive customer experience. Record Management & Documentation
• Maintain accurate records of customer interactions, provider communications, and case updates.
• Ensure all interactions and activities are documented in CRM and operational systems.
• Complete required reporting, tracking,



and administrative tasks with high accuracy.
• Follow established communication workflows, compliance requirements, and operational procedures. Process Improvement & Collaboration
• Gather customer feedback and identify opportunities to improve service delivery.
• Collaborate with internal teams to resolve issues and enhance operational effectiveness.
• Contribute ideas for improving customer satisfaction and process efficiency.
• Demonstrate ownership and accountability for customer outcomes. Required Qualifications Must Have
• Bachelor's Degree in any discipline.
• Minimum 1+ year of experience in a Call Center, BPO, Customer Support, or Customer Service environment.
• Strong verbal and written communication skills.
• Excellent interpersonal and relationship-building abilities.
• Good organizational and multitasking capabilities.
• Proficiency in MS Office applications.
• Comfortable working in a permanent US Night Shift environment.
• Not currently pursuing full-time education. Preferred
• Experience using CRM platforms such as Salesforce, Freshdesk, Zendesk, Zoho, or similar tools.
• Exposure to healthcare, insurance, medical records, or provider-facing processes would be an advantage.
• Experience handling escalations and customer issue resolution.
• Familiarity with customer service KPIs and service-level expectations. Key Skills
• Customer Service Excellence
• Voice Process / Call Center Operations
• Inbound & Outbound Calling
• CRM Management
• Complaint Resolution
• Escalation Management
• Active Listening
• Relationship Management
• Time Management & Multitasking




• Documentation & Data Accuracy Core Competencies
• Customer Centricity
• Effective Communication
• Collaboration & Teamwork
• Accountability & Ownership
• Problem Solving
• Adaptability
• Attention to Detail
• Professionalism
• Continuous Improvement
• Results Orientation Why Join Advantmed? Advantmed is a leading healthcare technology and services company headquartered in Santa Ana, California, helping health plans and providers improve clinical, operational, and financial outcomes through innovative healthcare solutions. With over 20 years of industry expertise and a global workforce of 4,400+ employees, Advantmed delivers technology-enabled solutions across Risk Adjustment, Quality Improvement, Medical Record Retrieval, Coding Services, and Healthcare Assessments. Meaningful Impact Play a vital role in supporting healthcare organizations by helping ensure timely and accurate medical record retrieval. Career Growth Gain exposure to healthcare operations, customer experience management, and global business processes with opportunities for internal growth. Collaborative Culture Work alongside talented professionals in a supportive and performance-driven environment. Learning & Development Enhance your customer service, communication, and operational skills through continuous learning opportunities. Global Exposure Be part of a US healthcare services organization serving leading healthcare clients across the United States. What You'll Get
• Competitive Compensation & Benefits
• Career Growth Opportunities
• Learning & Development Programs
• Employee Wellness Initiatives
• Exposure to Global Healthcare Operations
• Supportive & Inclusive Work Environment
• Performance-Driven Culture Our Culture – B.
L.
O.
C.
K.
S Bring the Fun Leverage Together for Better Outperform Yourself Care at Every Touchpoint Keep Your Word, Keep It Real Stay Curious & Listen Well Learn more: www.advantmed.com

📌 Customer Service Representative (Gandhinagar)
🏢 Advantmed India
📍 Gandhinagar