Job Description

Company Description

Sutherland is seeking an attentive and goal-oriented person to join us as Consultant – Sales and Support Customer Care. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Job Description

We're looking for a compassionate and detail-oriented Healthcare Customer Support professional to join our growing team in Hyderabad, India. As the first point of contact for our patients and healthcare partners, you will deliver exceptional support and guidance throughout their healthcare journey. Your role will be instrumental in addressing inquiries, resolving issues efficiently, and ensuring every interaction reflects our unwavering commitment to patient satisfaction and quality care.

• Respond to patient inquiries via phone, email, and chat with empathy, professionalism, and a customer-focused approach
• Address patient concerns and complaints promptly, working collaboratively toward effective and transparent resolutions
• Provide accurate and detailed information about healthcare services, procedures, insurance verification, and billing inquiries
• Document all customer interactions in the CRM system with precision and meticulous attention to detail
• Maintain strict confidentiality and ensure full compliance with HIPAA regulations and data protection standards
• Assist patients with appointment scheduling, account management, and insurance-related inquiries
• Escalate complex issues to appropriate departments while maintaining clear communication and keeping patients informed throughout the process
• Manage high call volumes efficiently while maintaining consistent quality service, patience, and professionalism
• Collaborate with clinical and administrative teams to ensure seamless and supportive patient experiences
• Continuously update and expand your knowledge of healthcare services, organizational policies, and procedural updates
• Demonstrate resilience and adaptability when handling challenging situations and diverse patient needs
• Analyze customer feedback and interactions to identify opportunities for service improvement and innovation

Qualifications

• Proven customer service experience, preferably in the healthcare industry or a related field
• Excellent verbal and written communication skills in English with strong grammar and clarity
• Demonstrated active listening abilities and a genuinely empathetic approach to patient interactions
• Proficiency with CRM systems, ticketing software, and customer support platforms
• Strong time management skills with the ability to multitask and manage multiple inquiries simultaneously
• Solid problem-solving capabilities with a customer-focused mindset and analytical approach
• Organized and methodical approach to managing information and maintaining accurate records
• Exceptional patience, reliability, and professional demeanor, particularly under pressure
• Ability to handle sensitive and confidential information with integrity and discretion
• Strong interpersonal and conflict resolution skills
• Familiarity with healthcare terminology and medical billing concepts (preferred)
• Knowledge of HIPAA compliance requirements and patient confidentiality standards (preferred)
• Experience with healthcare software systems or electronic health records (EHR) platforms (preferred)
• Multilingual capabilities in regional languages (preferred)
• HIPAA certification or training (preferred)
• Adaptability and resilience in a dynamic healthcare environment

Additional Information

All your information will be kept confidential according to EEO guidelines.