Sr Analyst (US voice process)

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.

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

Requirements

2–4 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

Nice to have

Experience in Spanish; Experience with the Spanish language is a plus