Sr Analyst (US voice process)

Job description

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 Required Skills and Qualifications: • 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. • Good to have experience in Spanish • Experience with the Spanish language is a plus. Shift Timings: US Shifts (Night Shift) All your information will be kept confidential according to EEO guidelines. Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA. From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility. Follow us on LinkedIn | Twitter Company Description At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us! Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs. We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.