Customer Support Analyst
Pune, Maharashtra, India
Employment Type: Full-Time
Department: Patient Services
Job Family: Analytics
EVERSANA is a global leader in next-generation commercialization services for the life sciences industry. With a team of over 7,000 employees and partnerships with 650+ clients, our work brings innovative therapies to market and supports the patients who rely on them.
We’re proud to be recognized as a Great Place to Work and are committed to building a diverse and inclusive culture grounded in purpose, integrity, and impact.
We are EVERSANA.
We are seeking a skilled and compassionate Customer Support Analyst to join our international healthcare voice support team. This role focuses on delivering exceptional service to US-based patients and healthcare customers by resolving queries and issues effectively.
This is an on-site role aligned with US business hours.
Handle inbound and outbound calls related to healthcare services.
Provide high-quality customer support, addressing queries, complaints, and concerns professionally and empathetically.
Accurately document call interactions in CRM systems.
Ensure compliance with HIPAA regulations and internal data security protocols.
Coordinate with internal departments to resolve client/patient issues efficiently.
Meet performance metrics such as:
Call Quality
Average Handling Time (AHT)
First Call Resolution (FCR)
Perform follow-ups on unresolved issues and ensure timely resolution.
Experience:
2–4 years in international voice support, preferably in the US healthcare domain.
Technical & Domain Knowledge:
Strong understanding of US healthcare processes (e.g., insurance, billing, claims).
Familiarity with medical terminology.
Communication:
Excellent verbal and written communication in English.
Spanish language proficiency is a plus.
Soft Skills:
Empathy, patience, attention to detail, and problem-solving ability.
Comfortable working in fast-paced, dynamic environments.
Shift: US Business Hours
Location: On-site (Pune, India)
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 own my development and invest in the development of others.
Win Together: I passionately connect with anyone, anywhere, anytime to achieve results.
Communication Matters: I speak up to create transparent, thoughtful, and timely dialogue.
Embrace Diversity: I create an environment of awareness and respect.
Always Innovate: I am bold and creative in everything I do.
Recruitment Fraud Alert:
EVERSANA will never request personal information or payments during the recruitment process. Beware of fraudulent job offers impersonating our company.
Diversity, Equity & Inclusion:
We are proud to be an Equal Opportunity Employer. We value and celebrate the diverse perspectives and experiences of our employees, including differences in race, gender, age, disability, veteran status, sexual orientation, religion, and more.
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