📍 Pune, Maharashtra, India
🕒 Full-time
📁 Department: Patient Services | Job Family: Analytics
EVERSANA is a certified Great Place to Work globally and a leading provider of next-generation commercialization services to the life sciences industry. Our 7,000+ employees support over 650 clients—from innovative biotech startups to established pharmaceutical leaders.
At our core, we believe in inclusivity, collaboration, and a culture that fosters innovation, diversity, and shared purpose. Join us in building a healthier world.
We are seeking a Customer Support Analyst to join our international healthcare voice support team. The ideal candidate should have experience in the US healthcare domain, excellent communication skills, and familiarity with healthcare systems and processes.
🏢 This is an onsite position with night shift hours aligned to US business time zones.
Handle inbound and outbound voice calls related to healthcare services.
Deliver outstanding customer service by addressing inquiries, concerns, and complaints with professionalism.
Accurately document all call interactions in the company’s CRM system.
Ensure HIPAA compliance and adhere to internal data privacy policies.
Collaborate with cross-functional teams to resolve issues effectively and promptly.
Meet or exceed performance KPIs, including:
Call Quality
Average Handling Time (AHT)
First Call Resolution (FCR)
Follow up on unresolved customer issues and ensure timely resolution.
2–4 years of experience in an international voice process, preferably in the US healthcare domain.
Strong knowledge of:
US healthcare processes
Medical terminology
Claims, billing, and insurance workflows
Proficiency in English (verbal and written).
Familiarity with CRM systems and healthcare management tools such as:
EPIC, Athena, or equivalent platforms.
Ability to work night shifts from the office premises.
Excellent problem-solving skills, patience, and empathy when dealing with patients or clients.
Strong interpersonal and team collaboration skills.
Spanish language proficiency is preferred.
Patient Minded – I act with the patient’s best interest in mind.
Client Delight – I own every client experience and its impact on results.
Take Action – I am empowered and empower others to act now.
Grow Talent – I invest in my development and that of others.
Win Together – I passionately connect with others to achieve results.
Communication Matters – I speak up to create transparent and thoughtful dialogue.
Embrace Diversity – I foster an environment of awareness and respect.
Always Innovate – I am bold and creative in everything I do.
⚠️ Recruitment Fraud Alert
EVERSANA is aware of fraudulent job offers misusing its name. We never request personal information or payment during the recruitment process. Please verify job opportunities only via official EVERSANA career channels.
We are an Equal Opportunity Employer. Our team reflects a variety of backgrounds and experiences, contributing to a culture of innovation and compassion. Diversity spans across race, gender identity, age, ability, veteran status, sexual orientation, religion, and more. Every voice matters — and inclusion is everyone’s responsibility.
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