▷ [3 Days Left] Customer Support Analyst

Company Description At EVERSANA we are proud to be certified as a Great Place to Work across the globe We re 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 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 2-4 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 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 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 EVERSANA s 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 one s identity All of our employees points of view are key to our success and inclusion is everyone s responsibility Follow us on