Customer Support Analyst
Location: Pune, Maharashtra, India
Job Type: Full-time
Department: Patient Services
Job Family: Analytics
At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. Our mission is to create a healthier world by delivering next-generation commercialization services to the life sciences industry.
With a global team of 7,000+ employees, we support more than 650 clients — from innovative biotech startups to well-established pharmaceutical companies — helping bring new therapies to market and supporting the patients who rely on them.
We embrace diversity in backgrounds and experiences. Our inclusive culture is rooted in our belief that every individual plays a key role in shaping the future of healthcare.
We are seeking a Customer Support Analyst to join our international healthcare voice support team. The ideal candidate should have prior experience in US healthcare processes, excellent communication skills, and a strong customer-focused mindset.
💼 Work Requirement: Onsite role aligned to US business hours
Handle inbound and outbound calls related to healthcare services.
Provide high-quality customer service by resolving queries and concerns professionally.
Maintain accurate documentation of all call interactions in the internal CRM system.
Ensure compliance with HIPAA and EVERSANA’s data privacy policies.
Collaborate with internal teams to ensure prompt resolution of escalated issues.
Meet or exceed performance metrics including:
Call quality
Average Handling Time (AHT)
First Call Resolution (FCR)
Follow up on unresolved issues to ensure timely resolution and closure.
2–4 years of experience in an international voice process, preferably within the US healthcare domain.
Solid understanding of US healthcare operations, including:
Insurance
Claims
Billing
Medical terminology
Excellent communication skills in English (verbal & written).
Spanish language skills are 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 – Be empowered and empower others to act now.
Grow Talent – Invest in your own development and that of others.
Win Together – Connect and collaborate to achieve results.
Communication Matters – Speak up for transparent and timely dialogue.
Embrace Diversity – Cultivate awareness and mutual respect.
Always Innovate – Be bold and creative in every endeavor.
We are aware of fraudulent job offers misusing EVERSANA’s name. EVERSANA will never request payment or personal financial information as part of the job application process. Always verify job postings through our official career channels.
EVERSANA is an Equal Opportunity Employer. We value individuals from all walks of life, including diverse races, genders, ages, disabilities, veteran statuses, sexual orientations, religions, and identities. Our differences strengthen our mission, and inclusion is everyone's responsibility.
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