Voice Associate / Voice Executive (25 / 10 / 2025)

Job Description

Position Title, Responsibility Level - Executive

Function - Healthcare

Reports to Team Manager

Permanent / Temporary - Permanent Span of Control, Individual Contributor

Location - Kochi, India Basic Function

Work Type - Back office - Voice Call provider and gather missing information for case creation

Case creation in ATV / Med Compass tool, basis the data received

Once the case is received, action to be taken as per SOP Determine if case can be processed and / or to be routed to another queue Essential Functions Navigate through multiple system / applications for data gathering Proficiency with computer skills (navigating multiple systems and keyboarding) Understand the goals and standards to ensure that quality and productivity standards are met Accurate and timely updating of the database Meet the agreed upon KPIs as per the operational definitions and targets Participate in the User Acceptance Testing as needed 98% - 100% attendance during training / nesting period is required Must be flexible to work hours with Monthly work schedules changes Primary Internal Interactions Actively participate in the team meetings, discussions and provide inputs Calibrate, Cooperate and support the team in pursuit of achieving and exceeding team goals Primary External Interactions Staff may be required to contact the providers of record, vendors, or internal stateside departments to obtain additional information. Staffs are given voicemail boxes to retrieve patient verification of details of admission and discharge, received from providers. Staff may be contacted by stateside counterparts for case-related concerns and should be able to respond in a timely and effective manner.

Organizational Relationships Reports To : Team Manager

Supervises : None Skills Technical Skills Working knowledge of MS office (Word, Excel and Power point) and Internet / Outlook Process Specific Skills Ability to contact provider to request for clinical information, and / or verify patient information on admission and discharge Sedentary work involving periods of sitting, talking, listening. Work requires sitting for extended periods, talking on the telephone and typing on the computer. Work requires the ability to perform close inspection of hand written and computer generated documents as well as a PC monitor. Ability to multitask, prioritize and effectively adapt to a fast paced changing environment Typical office working environment with productivity and quality expectations Soft skills (Desired) Must be a B1, preferably a C1 CEF level Works effectively with a team Soft Skills (Minimum) Must be a B1 CEF level Education Requirements Bachelor’s degree with a minimum 15 years of education Work Experience Requirements 0 to 3 year of experience Annexure : Acknowledgement (acknowledge that the information contained in this document is factual and complete)

Shift - Night shift

Mode of work - work from office

Location - Info Park, Kakkanad