Customer Support Analyst
Location: Pune, Maharashtra, India
Employment Type: Full-time
Department: Patient Services
Job Family: Analytics
At EVERSANA, we are proud to be certified as a Great Place to Work globally. Our mission is to create a healthier world by delivering next-generation commercialization services to the life sciences industry. With a global team of over 7,000 employees, we serve more than 650 clients, ranging from innovative biotech startups to established pharmaceutical companies.
We foster a culture that values diversity, equity, and inclusion — recognizing that diverse backgrounds and experiences help us better serve patients and innovate for the future of healthcare.
We are looking for a dedicated and experienced Customer Support Analyst to join our international healthcare voice support team. The ideal candidate will have prior experience working with US healthcare customers or patients, possess strong knowledge of medical terminology, and demonstrate excellent communication and problem-solving skills.
This position requires working onsite during US business hours.
Handle inbound and outbound calls related to healthcare services.
Deliver excellent customer service by addressing queries, concerns, and complaints professionally and empathetically.
Accurately document all call interactions in the internal CRM system.
Ensure strict compliance with HIPAA and company policies related to patient confidentiality.
Collaborate with internal departments to promptly resolve customer issues.
Meet or exceed performance metrics such as call quality, average handling time (AHT), and first call resolution (FCR).
Follow up on unresolved issues to ensure timely closure and customer satisfaction.
2 to 4 years of experience in an international voice process, preferably within the US healthcare domain.
Strong understanding of US healthcare processes including insurance, billing, claims, and medical terminology.
Excellent English communication skills (verbal and written).
Spanish language proficiency is a plus.
Patient Minded: Act with the patient’s best interest in mind.
Client Delight: Own every client experience and its impact on results.
Take Action: Empower yourself and others to act immediately.
Grow Talent: Take ownership of your development and support others.
Win Together: Connect passionately with others to achieve results.
Communication Matters: Foster transparent, thoughtful, and timely dialogue.
Embrace Diversity: Create an environment of awareness and respect.
Always Innovate: Be bold and creative in everything you do.
Be vigilant against fraudulent job offers misrepresenting EVERSANA. We never ask for personal information or payments during recruitment. Always apply through official channels and report suspicious activity.
EVERSANA is committed to Diversity, Equity & Inclusion. We are an Equal Opportunity Employer welcoming applicants of all backgrounds and identities, including race, gender, age, disability, veteran status, sexual orientation, religion, and more. Inclusion is a shared responsibility and key to our success.
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