US Healthcare Voice Process

Job description

Location: Bangalore Manyata Tech Park Work Mode: Work from Office Shift: Night Shift – aligned with US Eastern Time business hours Experience: 2+ Years Industry: US Healthcare / Pharmaceutical / Patient Support Job Summary We are looking for a Pharmacy Patient Care Coordinator to support patients, healthcare providers and pharmacies through high-volume inbound voice interactions. The role involves handling patient queries related to Patient Access Programs, HUB services, benefits verification, prior authorization, reimbursement and pharmacy support. The ideal candidate should have strong US Healthcare voice experience, excellent communication skills and the ability to work in a highly regulated environment. Key Responsibilities • Handle high-volume inbound calls from patients, providers and pharmacies. • Resolve queries related to therapy status, prescriptions and patient programs. • Support Patient Access Programs, HUB, Benefits Verification, Prior Authorization, Reimbursement and Pharmacy Support. • Communicate with patients and healthcare providers with empathy and professionalism. • Explain healthcare, insurance and reimbursement information in simple language. • Probe effectively, actively listen and confirm understanding. • Research information across multiple systems and knowledge bases to provide accurate resolutions. • Maintain accurate documentation while adhering to healthcare compliance and quality standards. • Manage back-to-back calls while meeting AHT, FCR and quality targets. • Handle vulnerable, frustrated or anxious patients professionally. Required Skills & Experience • Minimum 2 years of experience in an international contact center / inbound voice process. • US Healthcare experience is mandatory. • Experience in any of the following will be highly relevant: • Patient Access Programs • HUB Services • Pharmacy Support • Benefits Verification • Prior Authorization • Patient Assistance Programs (PAP) • Reimbursement • Experience handling patients, providers, payers or pharmacies is preferred. • Strong verbal and written English communication skills. • Neutral / globally understandable accent with minimal first-language influence. • Strong listening and probing skills. • Comfortable working with multiple applications simultaneously. • Ability to work in a high-volume calling environment. • Knowledge of contact-center metrics such as AHT, FCR, Quality, CSAT, Service Level and Adherence. • Ability to work in a highly regulated healthcare environment with strict documentation and compliance requirements. Education Bachelor’s degree preferred, or equivalent relevant experienc