Sr. Process Consultant - International Voice

Job Description

Key Responsibilities: Respond to inbound customer calls from international customer regarding healthcare products, services, billing inquiries, and insurance-related questions. Provide accurate and up-to-date information about healthcare policies, procedures, and eligibility. Assist customers with understanding their healthcare coverage, claims processes, and benefits, ensuring clarity and satisfaction. Troubleshoot and resolve customer issues or concerns in a timely and efficient manner. Maintain high standards of customer service by resolving problems, processing requests, and addressing inquiries in a courteous and professional manner. Document and maintain detailed records of customer interactions, including inquiries, complaints, and follow-ups, using CRM systems. Co-ordinate with internal departments such as medical billing, claims, and insurance teams to resolve complex issues. Understand and comply with international healthcare regulations, privacy laws, and customer service standards. Escalate unresolved or complex issues to supervisors or specialized departments. Ensure customer satisfaction by delivering high-quality service in every interaction.