Sr Analyst (US Voice Process)

About the role

EVERSANA seeks a Senior Analyst to support its global life sciences commercialization mission by managing US healthcare voice processes. The role involves handling inbound and outbound calls, resolving patient queries, and documenting interactions in CRM systems while ensuring HIPAA compliance. This full-time position is based on-site in Pune, Maharashtra, India, requiring work during US night shifts.

What you’ll do

• Handle inbound and outbound calls related to healthcare services
• Provide excellent customer service by addressing queries, concerns, and complaints
• Accurately document all call interactions in the internal CRM systems
• Ensure compliance with HIPAA and company policies regarding patient confidentiality

What you’ll bring

• 2–4 years of experience in international voice process
• Strong knowledge of US healthcare processes including insurance, billing, claims, and medical terminology
• Excellent English communication skills – both verbal and written
• Familiarity with CRMs and healthcare management tools (e.g., EPIC, Athena)

Skills