Customer Support Analyst
Location: Pune, Maharashtra, India
Employment Type: Full-Time
Department: Patient Services
Category: Analytics
Company Overview
EVERSANA is a global leader in next-generation commercialization services for the life sciences sector. With a team of more than 7,000 employees worldwide, we support over 650 clients, including emerging biotech companies and established pharmaceutical organizations. Our mission is to improve patient outcomes by delivering innovative, integrated solutions across the healthcare continuum.
We are committed to building a diverse and inclusive work environment rooted in collaboration, purpose, and continuous growth. At EVERSANA, every team member contributes to shaping the future of healthcare and enhancing patient experiences.
Position Summary
EVERSANA is seeking an experienced Customer Support Analyst to join its international healthcare voice support team. The ideal candidate will have prior experience supporting US-based healthcare customers, strong knowledge of medical terminology, and excellent communication and analytical skills. This is an office-based role aligned with US business hours.
Key Responsibilities
Manage inbound and outbound calls related to healthcare services with professionalism and accuracy.
Deliver exceptional customer support by addressing queries, concerns, and complaints effectively.
Record detailed and accurate call documentation within internal CRM systems.
Ensure complete compliance with HIPAA guidelines and company policies on patient confidentiality.
Coordinate with internal teams to resolve customer issues promptly.
Achieve performance metrics such as call quality, AHT, and FCR.
Conduct timely follow-up on pending cases to ensure proper closure.
Required Skills and Experience
Experience Required:
2–4 years of professional experience in an international voice process, preferably within the US healthcare domain.
Technical & Domain Expertise:
Strong understanding of US healthcare operations, including insurance, billing, claims, and medical terminology.
Excellent verbal and written communication skills in English.
Proficiency in Spanish is an added advantage.
Additional Skills:
Strong problem-solving and analytical thinking abilities.
Ability to work effectively in a high-volume, performance-driven environment.
Commitment to accuracy, confidentiality, and customer satisfaction.
Our Cultural Beliefs
Patient Minded: Act with the patient’s best interest at heart.
Client Delight: Take ownership of every client experience and its impact.
Take Action: Empower yourself and others to act decisively.
Grow Talent: Invest in personal development and support the growth of others.
Win Together: Collaborate with passion to achieve results.
Communication Matters: Promote transparent and timely communication.
Embrace Diversity: Foster an environment built on respect and inclusion.
Always Innovate: Bring creativity and innovation to every aspect of your work.
Important Notice
EVERSANA is aware of fraudulent job offers circulating in the market. We never request payment or personal financial information during the hiring process. Candidates are advised to apply only through official EVERSANA channels.
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