Process Associate Voice

Job description

Outbound call responsibilities encompass contacting insurance companies, verifying eligibility with end customers, obtaining prior authorization, requesting missing or incomplete payer information, updating patient information, and performing other necessary communications to complete transactions. Inbound call handling requires collaboration as part of a team to deliver professional customer service through various communication channels, with the objective of resolving customer inquiries, processing payments, and addressing complaints at the first point of contact whenever possible. Key Responsibilities Assess and resolve enquiries, requests, and complaints primarily via telephone, ensuring customer enquiries are addressed at the first point of contact. Utilize sound judgment and make decisions within established procedures for each service request, including logging, processing, and monitoring enquiries. Adhere to agreed Key Performance Indicators, Service Level Agreements, and quality standards to maximize customer satisfaction. Provide customers with product and service information and offer upsell opportunities when applicable during interactions. Manage and update account-wise customer interactions daily, generated through workflows and queues. Achieve key and critical performance targets. Ensure efficiency measures are met in accordance with performance targets and process guidelines. Participate as an active member of the customer service team. Use business tools and industry knowledge updates to identify problem areas and document business requirements through various updates and training sessions. Maintain effective work procedures as per client process workflows and HCL policy guidelines. Adhere to US healthcare compliance measures. Skill Requirements Strong verbal and written communication skills Focus on delivering a positive customer experience Should possess active listening skills Good data entry & typing skills Ability to multitask. Ability to contribute to the process through improvement ideas. Analytical and problem-solving skills on the process. To use sound judgment and take decisions. Other Requirements null Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Copyright © 2026 HCL Technologies Limited Cookie Consent Manager When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer. 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