Company Introduction
Availity is one of the leading health information networks in the United States, processing more than 4 billion transactions annually and connecting more than two million healthcare providers and over two thousand technology partners to health plans nationwide. Our teams of technology, business, and customer service professionals in Bangalore, India, are working together to transform healthcare delivery in the United States through innovation and collaboration. Our technologists help develop cutting-edge revenue cycle solutions that help hospitals, health systems, and physicians maximize payments and optimize their workflows.
Availity is a diverse group of people whose talents, curiosity and passion steer the company to create innovative solutions for the US Healthcare industry. If you are a driven, creative and collaborative individual, with exceptional technology skills to drive innovation, we want to hear from you.
Job Description
Supports the telephone hotline function. Directs telephone calls or written inquiries to appropriate personnel. May answer non-technical questions regarding company products. Maintains log of incoming hotline calls.
Roles & Responsibilities
Job Description
Supports the telephone hotline function. Directs telephone calls or written inquiries to appropriate personnel. May answer non-technical questions regarding company products. Maintains log of incoming hotline calls.
About Availity:
Availity is a leading healthcare technology company transforming the way information flows between payers, providers, and partners. Our mission is to simplify and optimize healthcare through intelligent data exchange, platform modernization, and partner-centric innovation. As we expand our global footprint, we're looking for passionate technologists to join our Bangalore team and help shape the future of healthcare interoperability.
Role: Client Services Support Specialist - I / II / III
Location: Bangalore, India (Hybrid Work Model)
Job Description:
In this role you will often be the first point of contact for our Contact Center and will play a critical role in the success of our customers. Daily, you drive customer loyalty to our company by educating users on the features and benefits of our products and resolving their issues in a timely and effective manner. This is one of the most important brand ambassador roles in Availity. By delighting customers with an exceptional support experience, you not only help retain their business with Availity, but also potentially bring in new customers through their positive referrals.
All associates in this role go through an extensive training program that provides the foundational knowledge necessary to resolve customer issues.
Your Key Responsibilities Would Be:
- Professionally manage inbound and outbound international customer calls.
- Ensure compliance with company policies and procedures during all customer interactions.
- Execute assigned tasks in line with the latest work instructions and process updates.
- Troubleshoot and resolve customer issues effectively and efficiently.
- Achieve daily productivity and quality targets consistently.
- Accurately document all customer interactions in the designated platform.
- Initiate post-call actions such as ticket submissions for password resets, account unlocks, etc.
- Ensure compliance with data integrity guidelines and the company's information security policies
Skills & Experience:
- Have at least 1.5+ years of prior international call center experience.
- Having prior healthcare domain experience (with focus on the payer or administrative side would be an added advantage) - Preferrable
- Should have excellent communication skills, active listening skills, good typing and MS office proficiency
- Open to work in US shift (India night shift)
- Open to work from office (all days)
PUC/ Diploma/graduate.
Shift Timings: US Shifts (Night Shift)
Work Mode: 100% Work from Office
Work Days: Monday through Friday (Saturday and Sunday are weekly offs)
Work Location: Manyata Tech Park, Nagavara, Bangalore
Assessment Process & Offer:
- Voice & Communication Skill Assessment
- Typing Test
- Operations Round (including Voice & Accent round)
- HR Fitment Round
- Offer discussion
Eligibility
Video Camera Usage:
Availity fosters a collaborative and open culture where communication and engagement are central to our success. As a remote first company, we are also camera-first and provide all associates with camera/video capability to simulate the office environment. If you are not able to use your camera for all virtual meetings, you should not apply for this role.
Having cameras on helps create a more connected, interactive, and productive environment, allowing teams to communicate more effectively and build stronger working relationships. The usage of cameras also enhances security and protects sensitive company information. Video participation is required to ensure that only authorized personnel are present in meetings and to prevent unauthorized access, data breaches, preventing social engineering, or the sharing of confidential information with non-participants. 
