Customer Support Analyst

Job Description

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. Were fueled by our vision to create a healthier world. How Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs. We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.

Job Description

We are seeking a dedicated and experienced Customer Support Executive to join our international healthcare voice support team. The ideal candidate will have prior experience handling US healthcare customers or patients, be familiar with medical terminology, and possess strong communication and problem-solving skills. This role requires working from the office during US business hours.

Key Responsibilities

- Handle inbound and outbound calls related to healthcare services
- Provide excellent customer service by addressing queries, concerns, and complaints in a professional manner.
- Accurately document all call interactions in the internal CRM systems.
- Ensure compliance with HIPAA and company policies regarding patient confidentiality.
- Collaborate with internal departments to resolve issues promptly.
- Meet defined metrics such as call quality, average handling time (AHT), and first call resolution (FCR).
- Follow up on unresolved issues and ensure timely closure.

Qualifications

- 24 years of experience in international voice process, preferably in the US healthcare domain.
- Strong knowledge of US healthcare processes, including insurance, billing, claims, and medical terminology.
- Excellent English communication skills both verbal and written.
- Familiarity with CRMs and healthcare management tools (e.g., EPIC, Athena, or similar).
- Ability to work in night shifts (US hours) and from office premises.
- Good problem-solving ability, patience, and empathy while dealing with patients or clients.
- Must be a team player and possess strong interpersonal skills.
- Experience in Spanish is a preferred.

Additional Information

OUR CULTURAL BELIEFS:

Patient Minded I act with the patients 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.

Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.

From EVERSANAs inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of ones identity. All of our employees points of view are key to our success, and inclusion is everyone&aposs responsibility.

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