Job Title:
Customer Support Analyst
๐ Pune, Maharashtra, India
๐ Full-time | Department: Patient Services | Job Family: Analytics
Company Overview – EVERSANA
EVERSANA is a global leader in next-generation commercialization services for the life sciences industry. With a dedicated team of over 7,000 employees and more than 650 clients—ranging from biotech startups to global pharmaceutical giants—we are committed to delivering impactful solutions that improve patient lives.
We are proud to be certified as a Great Place to Work® and are driven by our vision to create a healthier world. Diversity, inclusion, and integrity form the foundation of our culture.
๐ Join us and be part of the future of healthcare.
We are EVERSANA.
Position Overview
We are hiring a Customer Support Analyst to join our international healthcare voice support team. This position requires prior experience in handling US-based healthcare clients or patients. The ideal candidate should have knowledge of US healthcare processes (insurance, billing, claims), excellent communication skills, and strong problem-solving capabilities.
๐ Shift: Night shift – aligned with US business hours
๐ข Work Mode: On-site (office-based)
Key Responsibilities
Handle inbound and outbound voice calls related to healthcare services.
Deliver exceptional customer service by addressing queries, concerns, and complaints professionally.
Maintain accurate and timely documentation of interactions in internal CRM systems.
Ensure full compliance with HIPAA and company confidentiality policies.
Coordinate with internal departments to resolve patient or client issues.
Meet or exceed defined performance metrics such as:
Call Quality
Average Handling Time (AHT)
First Call Resolution (FCR)
Follow up on unresolved concerns to ensure timely closure and customer satisfaction.
Required Qualifications
๐ Education:
No specific degree mentioned, but candidates must demonstrate proficiency in communication and healthcare processes.
๐ง Experience:
2–4 years of experience in international voice process, preferably in the US healthcare domain.
๐ ๏ธ Skills & Competencies:
Strong knowledge of US healthcare operations, including:
Insurance
Billing
Claims
Medical terminology
Excellent spoken and written English communication skills.
Familiarity with CRM tools and healthcare systems (e.g., EPIC, Athena, or similar).
Ability to work effectively during night shifts (US hours).
Empathy, patience, and strong problem-solving skills.
Spanish language skills are a plus.
Our Cultural Beliefs
At EVERSANA, our values drive everything we do:
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.
Additional Information
๐ก๏ธ Fraud Alert:
We are aware of fraudulent job offers misrepresenting EVERSANA. We do not charge candidates any fees or request sensitive personal information during the hiring process. Please report suspicious activity and stay vigilant.
๐ง๐ค๐ง Diversity, Equity & Inclusion:
EVERSANA is an Equal Opportunity Employer. We embrace and celebrate differences in race, ethnicity, gender, age, religion, ability, sexual orientation, and identity. We believe a diverse workforce drives innovation and strengthens our mission to improve lives globally.
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