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Customer Service Associate-Voice

Accenture
Accenture
0-2 years
Not Disclosed
Bengaluru, India
10 April 14, 2026
Job Description
Job Type: Full Time Education: B.Sc./M.Sc./B.Pharm/M.Pharm/Life science Skills: Causality Assessment, Clinical SAS Programming, Communication Skills, CPC Certified, GCP guidelines, ICD-10 CM Codes, CPT-Codes, HCPCS Codes, ICD-10 CM, CPT, HCPCS Coding, ICH guidelines, ICSR Case Processing, Interpersonal Skill, Labelling Assessment, MedDRA Coding, Medical Billing, Medical Coding, Medical Terminology, Narrative Writing, Research & Development, Technical Skill, Triage of ICSRs, WHO DD Coding

Job Title: Customer Service Associate (Voice)

Company: Accenture

Location: Bengaluru, India

Experience Required: 0–2 years

Qualification:

  • Any Graduation


Job Summary:

Entry-level voice process role in healthcare operations focused on Utilization Management (UM) — basically handling calls, reviewing basic medical info, and supporting decisions on whether healthcare services are necessary and covered.


Key Responsibilities:

1. Customer Interaction (Core Work)

  • Handle inbound/outbound calls

  • Communicate with:

    • Patients

    • Providers

    • Insurance teams


2. Utilization Management Support

  • Assist in reviewing:

    • Medical records

    • Treatment requests

  • Help determine:

    • Medical necessity

    • Coverage eligibility


3. Documentation

  • Record call details

  • Maintain proper case documentation

  • Follow SOPs strictly


4. Compliance

  • Follow HIPAA guidelines (data privacy)

  • Ensure confidentiality of patient data


5. Process-Based Work

  • Solve routine queries

  • Work based on predefined guidelines

  • Escalate complex cases


Skills Required:

  • Strong communication skills (VERY IMPORTANT 🔥)

  • Basic healthcare understanding

  • Process-oriented mindset

  • Teamwork

  • Adaptability


Work Environment:

  • Voice process (calls all day 📞)

  • Rotational shifts (likely night shifts ⚠️)

  • Strict targets (AHT, quality, etc.)

  • Repetitive work