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Customer Service Associate
2 weeks ago
Job Title: Customer Service Associate (Healthcare Process)
Location: Sector 20, Gurugram, Haryana
Experience Required: Minimum 3 months experience as a Customer Service Associate (CSA) in a healthcare (voice) process handling insurance-related calls.
Employment Type: Full-Time
Shift: Rotational shifts
About the Role
We are seeking a proactive and empathetic Customer Service Associate to join our healthcare insurance process team. The ideal candidate will have at least 2-3 months of experience handling insurance-related queries or working in a customer service role within the healthcare domain, preferably for international customers.
Key Responsibilities
- Manage inbound and outbound calls related to healthcare insurance policies and claims.
- Provide assistance to customers regarding policy information, claims status, premium payments, and coverage details.
- Guide customers through the claim filing process and required documentation.
- Maintain accurate logs of customer conversations and transactions.
- Handle policy renewals, endorsements, and updates as per customer requests.
- Resolve policyholder issues efficiently and escalate unresolved cases appropriately.
- Ensure compliance with applicable country-specific regulations (e.g., HIPAA, GDPR) along with client and company standards.
- Consistently achieve targets in customer satisfaction and process KPIs.
Required Skills & Qualifications
- At least 23 months of experience handling insurance-related queries or working in a customer service role within the healthcare domain, preferably for international customers.
- Strong communication skills in English.
- Understanding of healthcare insurance terms (policy, claims, TPA, coverage, etc.).
- Good listening and interpersonal skills; ability to explain policy details clearly.
- Familiarity with CRM tools and computer applications (basic MS Office).
- Ability to handle stressful scenarios and multitask.
- Willingness to work rotational shifts (including night shifts, if required).
