Process Associate – Voice + Claims

Job Description

Ready to shape the future of work

At Genpact, we don't just adapt to change-we drive it. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that's shaping the future, this is your moment.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions - we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

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Inviting applications for the role of Process Associate/Process Developer - Voice + Claims

Responsibilities:

- Transaction processing and making reach out calls to Insured/provider/facility according to standard work & SOP

- Prioritize transactions according to detailed guidelines to meet SLA

- Plans and prioritizes tasks and work responsibilities to achieve objectives

- Comprehending and responding to customer inquiries. Identify, research, and resolve problems.

- Assist with/perform other team tasks as the need arises.

- Ability to accurately interpret and compile information from a variety of sources and systems

- Ensure that turnaround time and quality of the work meets Company service standards

- Interact with Onshore /Offshore and customer in a supportive and professional manner via email and on calls

- Ensure that quality of transactions is in compliance with pre-defined parameters laid down by SLA metrics

- Critically analyze the claim file & the received demand package to identify any pendency

- Handle own work in process and support team efforts to ensure that individual, team goals are met.

- Maintain key records like working files, email for reference and audit purpose

- Handle basic day to day requirements of excel

- Critically analyze the claim file & the received demand package to identify any pendency

- Communicate with 3rd parties to negotiate on the settlement amount

- Liaison with internal Claims partners to further investigate on the claim file

- Answer incoming telephone calls from third parties in relation to the demands sent by them

Minimum Qualifications:

- Graduation in any stream except B.Tech and Technical Graduation & Law

Essential skills:

- Proven experience in international calling, good to have health/disability insurance.

- Understanding of HIPAA (PHI/PII)

- Excellent English Communication (Both written & verbal)

- Proactive communication & High analytical skills with ability to foresee issues and suggest solutions, with impactful data

- Displays energy and passion in approaching the job

- Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing outstanding customer service

- Ready to work on stretched working hours

- Ability to independently get along with internal and external customers

- Customer service focus

- Basic Computer knowledge along with typing speed of 40 words/minute

- Insurance knowledge

- Experience towards direct calling to Insured/ providers/facility

- Calling skills with B2 SpeechX Score

- Has previous experience in meeting/driving Net Promote Score performance/expectations, preferably in a customer service business

- Voice Customer Service experience

- Good knowledge of using Excel,

- Proficient in English language- both written and oral

- Insurance client experience will be an added advantage

Why join Genpact

. Be a transformation leader - Work at the cutting edge of AI, automation, and digital innovation

. Make an impact - Drive change for global enterprises and solve business challenges that matter

. Accelerate your career - Get hands-on experience, mentorship, and continuous learning opportunities

. Work with the best - Join 140,000+ bold thinkers and problem-solvers who push boundaries every day

. Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up. Let's build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.

Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a %27starter kit,%27 paying to apply, or purchasing equipment or training.