Job Title:
Customer Support Analyst
Location:
Pune, Maharashtra, India
Employment Type: Full-time
Department: Patient Services
Job Family: Analytics
Company Overview:
At EVERSANA, we are driven by our mission to create a healthier world. With a global team of over 7,000 professionals and a client base of 650+ life sciences organizations—ranging from biotech startups to global pharmaceutical companies—we deliver innovative commercialization solutions to support patient care.
We are proud to be certified as a Great Place to Work and are committed to fostering a diverse, inclusive, and purpose-driven workplace.
Position Summary:
We are seeking a Customer Support Analyst to join our international healthcare voice support team. The ideal candidate will bring experience in US healthcare processes, demonstrate empathy and professionalism in every interaction, and maintain a strong focus on compliance, accuracy, and service excellence.
📍 This is an on-site role, aligned with US business hours (night shift).
Key Responsibilities:
Manage inbound and outbound calls related to healthcare services.
Deliver exceptional customer service by responding to patient/client inquiries, concerns, and complaints.
Maintain accurate records by documenting all interactions in internal CRM systems.
Ensure strict compliance with HIPAA regulations and internal patient confidentiality policies.
Coordinate with cross-functional teams to resolve client or patient issues efficiently.
Meet or exceed performance metrics, including:
Call Quality
Average Handling Time (AHT)
First Call Resolution (FCR)
Conduct timely follow-ups on unresolved issues to ensure complete resolution.
Required Qualifications:
Experience:
2–4 years in international voice process, preferably within the US healthcare domain.
Domain Expertise:
Strong understanding of US healthcare workflows, including insurance, claims, billing, and medical terminology.
Communication Skills:
Excellent spoken and written English.
Spanish proficiency is preferred.
Technical Skills:
Familiarity with CRM systems and healthcare platforms (e.g., EPIC, Athena, etc.).
Soft Skills:
Strong problem-solving skills, patience, empathy, and customer-first mindset.
Team-oriented with strong interpersonal abilities.
Availability:
Willingness to work night shifts (aligned with US hours) from the office premises.
Cultural Beliefs at EVERSANA:
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.
Important Notes:
🔐 Recruitment Fraud Alert:
EVERSANA will never request personal information or payments during the recruitment process. Please beware of fraudulent job offers impersonating our company.
🌍 Equal Opportunity Employer:
Diversity, Equity, and Inclusion are central to our success. We welcome people of all races, ages, genders, orientations, religions, abilities, and backgrounds. Inclusion is everyone’s responsibility.
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