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.

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

In this role, you will serve as a key contributor to both customer experience and operational data support. You will often be the first point of contact for customers through the Contact Center while also supporting backend data entry, validation, and research activities. This role plays a critical part in driving customer satisfaction, ensuring data integrity, and supporting business operations.

As a brand ambassador of Availity, you will build customer loyalty by delivering timely, accurate, and professional support while adhering to company policies, process guidelines, and information security standards.

All associates in this role undergo an extensive training program that provides foundational knowledge of systems, products, processes, and compliance requirements necessary to perform successfully.

Key Responsibilities

Customer Support Responsibilities

• Professionally manage inbound and outbound international customer calls.
• Act as the first point of contact for customer queries, providing accurate information and effective resolutions.
• Educate customers on the features and benefits of Availity products.
• Troubleshoot, analyze, and resolve customer issues in a timely and efficient manner.
• Initiate post-call actions such as ticket creation for password resets, account unlocks, and issue escalations.
• Accurately document all customer interactions in the designated systems.
• Achieve and consistently meet daily productivity and quality targets.
• Ensure compliance with company policies, procedures, work instructions, and process updates.

Data Operations & Research Responsibilities

• Perform accurate data entry, updates, and maintenance in internal systems.
• Validate data against source documents and promptly resolve discrepancies.
• Conduct online and internal research to support operational and analytical requirements.
• Prepare and maintain spreadsheets, reports, and documentation for data tracking and analysis.
• Support basic reporting and data analysis activities as required.
• Maintain high standards of data integrity, confidentiality, and accuracy.

Compliance & Security

• Adhere to organizational data privacy, information security, and compliance standards.
• Follow data integrity guidelines during customer interactions and data handling.

Skills & Qualifications

Required Skills

• Minimum 1–1.5+ years of experience in an international BPO / Call Centre or Payer end voice support is added advantage.
• Excellent communication and active listening skills.
• Good typing speed with strong MS Office (Excel, Word, Outlook) proficiency.
• Strong attention to detail and ability to manage large datasets accurately.
• Ability to multitask, prioritize work, and meet deadlines with minimal supervision.
• Willingness to work in US shifts (India night shift).
• Willingness to work 100% from office.

Preferred Skills

• Prior experience in the healthcare domain, especially payer-side or administrative functions.
• Experience with data validation, research, or reporting.
• Basic knowledge of data privacy and compliance requirements.
• Above-average professional communication skills.

Education

• PUC / Diploma / Graduate (any discipline)

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.