Voice Process

Job Title: Voice Process Executive

Company: AaNine Healthcare

About the Role

Seeking a dedicated and enthusiastic International Voice Process Executive to join our Healthcare BPO team. The role involves handling inbound and outbound calls related to international healthcare services, resolving patient and provider issues, providing accurate information, and ensuring high customer satisfaction.

Key Responsibilities

• Answer inbound calls and respond to inquiries from international patients, providers, and other healthcare stakeholders in a timely and professional manner.
• Make outbound calls for follow-ups on unresolved issues, appointment reminders, and feedback collection.
• Resolve customer complaints and issues efficiently, escalating to the appropriate department when necessary.
• Provide accurate information regarding healthcare plans, benefits, eligibility, claims status, and billing inquiries.
• Maintain and update customer records with detailed and accurate information.
• Achieve individual and team performance targets, including call handling metrics and customer satisfaction scores.
• Handle sensitive information with the highest level of confidentiality and in compliance with relevant healthcare regulations.
• Participate in training and development sessions to stay updated on healthcare knowledge and process changes.
• Collaborate with team members to improve customer service processes and contribute to a positive team environment.

Requirements & Tech Stack

• Bachelor’s degree.
• Proven experience in a customer service role, preferably in an international healthcare BPO setting.
• Excellent verbal communication skills with a clear and friendly phone manner.
• Strong problem-solving abilities and attention to detail.
• Ability to multitask, prioritize, and manage time effectively.
• Ability to work in a fast-paced environment and handle high call volumes.
• Flexible to work in night shifts.
• Basic computer skills and familiarity with MS Office.

Qualifications & Skills

• Strong interpersonal and communication skills.
• Active listening and empathy.
• Ability to work independently and as part of a team.
• Adaptability and willingness to learn new skills and technologies.