Customer Service Expert - Nights - English
telus digital
Walk in Date - 25 April 2026 (Sat) Walk-in Time - 10.00 PM- 4:00 PM IST
Venue: YMCA Tourist Hostel, Gate No 1, Jai Singh Marg, Hanuman Road Area, Connaught Place, New Delhi, Delhi 110001
Role & responsibilities
Respond to inbound and outbound calls related to healthcare insurance, claims, billing, and eligibility
Assist US-based members and providers with accurate and timely information
Maintain a strong understanding of healthcare benefits, medical terminology, and insurance workflows
Accurately document customer interactions and transactions in the system
Ensure HIPAA compliance and protect patient privacy at all times
Meet and exceed key performance metrics including quality, customer satisfaction (CSAT), and Average Handling Time (AHT)
Collaborate with internal teams for escalation resolution and process improvement
Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider
Contact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
Assist customers in navigating the member website, and other websites while encouraging and re-assure them to become self-sufficient
Preferred candidate profile
Minimum 6 months to 3 years of experience in the International voice process
Excellent verbal and written communication skills in English
Strong interpersonal skills with the ability to remain patient and empathetic
Comfortable working night shifts and rotational offs
Basic computer literacy and typing skill
Experience with international healthcare insurance processes (e.g., claims adjudication, EOB, authorizations)
Knowledge of HIPAA regulations
Graduate in any stream (preferably Life Sciences, Healthcare, or related fields)
Undergraduates with relevant BPO experience are eligible to apply
Knowledge of billing practices and procedures preferred
Proficiency with word processing and spreadsheet software and required
Perks & Benefits
CTC Range- 3.2 LPA - 3.7 LPA
Paid training and continuous development
Cab Facility (Pick Up & Drop) or Transport Allowance
Medical Insurance
Life Insurance
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