Senior Process Executive (Voice)

Role overview

Customer and claims support

• Answer calls, emails, and chats; provide product or service information and resolve queries.
• Handle complaints and escalate unresolved issues to specialized departments, including order entry and cash posting.
• Perform outbound insurance follow-up on pending or unpaid claims.
• Analyze rejected or denied claims, resolve issues, and initiate appeals or escalate when needed.

Documentation, performance, and compliance

• Document call outcomes and actions accurately in the billing system.
• Meet SLA/KPI measures for productivity, call quality, resolution rate, and turnaround time.
• Handle complex claim escalations and collaborate with Data, Quality, and Client Teams.
• Follow HIPAA compliance and data confidentiality guidelines.

Required skills

• Knowledge of US healthcare RCM front-end and back-end processes.
• Strong verbal communication, neutral accent, and active listening; able to manage difficult conversations and negotiate with payers.
• Proficiency with practice management systems, payer portals, and MS Office tools.
• Problem-solving and analytical ability, attention to detail, and ability to multitask across systems.

Qualifications and schedule

• Graduate in any stream, such as BA, BCom, or BBA; technical/IT background is not sought.
• 1–2 years of US Healthcare RCM Voice or customer service experience, including AR calling, patient billing, or claim resolution.
• Flexibility to work night shifts/US time zones and five days a week in the Hyderabad office.

Benefits

• Medical, life, and accidental insurance; leave and holidays; transportation allowance or pick-and-drop facility; night-shift allowances and other benefits.