Customer Service Associate

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

Customer Service Associate

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).