US Healthcare | Customer Service Voice
- TELUS International
- 1 - 3 years
- Noida, Gurugram
- 5 months ago
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Job Description
Job Title: Customer Service Internal Voice (US Healthcare)
Location: Gurugram, Haryana
Job Type: Full-Time
Shift: Rotational Shift
Work Mode: Onsite (Work from Office)
Job Summary:
We are hiring for Customer Service International Voice Process focused on the US Healthcare domain. You will be responsible for resolving customer queries via calls, assisting with claims, benefits, authorizations, and billing inquiries, while ensuring compliance with US healthcare regulations and delivering an exceptional experience.
Key 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 reassure them to become self-sufficient
Requirements
- Minimum 6 months to 3 years of experience in international voice process (preferably Healthcare & Welfare).
- Health Care/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design)
- 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
- Salary: Upto 3.45 LPA
- Paid training and continuous development
- Cab Facility or Transport Allowance
- Medical Insurance and Life Insurance
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Customer Onboarding - Voice / BlendedEmployement Type: Full timeContact Details:
Company: TELUS InternationalLocation(s): Noida, Gurugram
Keyskills: Health Claims Health Insurance Claims US Healthcare Healthcare Bpo Voice Process Medical Billing Us Voice Process
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