Customer Service Associate (International Voice Process)

Role & Responsibilities
• Respond to inbound and outbound calls related to healthcare insurance, claims, billing, and eligibility.
• Assist US-based members and providers with accurate and timely information.
• Maintain a strong understanding of healthcare benefits, medical terminology, and insurance workflows.
• Accurately document customer interactions and transactions in the system.
• Ensure HIPAA compliance and protect patient privacy at all times.
• Meet and exceed key performance metrics including quality, customer satisfaction (CSAT), and Average Handling Time (AHT).
• Collaborate with internal teams for escalation resolution and process improvement.
• Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider
• Contact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
• Assist customers in navigating the member website, and other websites while encouraging and re-assure them to become self-sufficient

Preferred Candidate Profile
• Minimum 6 months to 3 years of experience in the International voice process.
• Excellent verbal and written communication skills in English.
• Strong interpersonal skills with the ability to remain patient and empathetic.
• Comfortable working night shifts and rotational offs.
• Basic computer literacy and typing skills.
• Experience with international healthcare insurance processes (e.g., claims adjudication, EOB, authorizations).
• Knowledge of HIPAA regulations.
• Graduate in any stream (preferably Life Sciences, Healthcare, or related fields).
• Undergraduates with relevant BPO experience are eligible to apply
• Knowledge of billing practices and procedures preferred
• Proficiency with word processing and spreadsheet software and required

Perks & Benefits
• CTC Range- 3.2 LPA - 3.7 LPA
• Paid training and continuous development
• Cab Facility (Pick Up & Drop) or Transport Allowance
• Medical Insurance
• Life Insurance