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

Oversees the support of customers encountering problems using the company's products. Supervises representatives that are answering customer inquiries, primarily over the telephone, e-mail, or facsimile. Establishes and maintains systems that provide answers to common questions and problems. Reports new or recurring problems to design departments. Ensures representatives are properly trained when old products are upgraded or new products are released. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

Roles & Responsibilities

Job Description

Discover the Excitement at Availity - Shaping the Future of Healthcare from Bengaluru, India! 

Welcome to Availity, where we transcend the conventional to redefine the landscape of healthcare technology. Headquartered in vibrant Jacksonville, FL, with a buzzing office right in the heart of Bengaluru, India, and a dynamic remote workforce spread across the United States,

we are a global force bound by an impactful mission. 

Why Availity Excites: 

At the forefront of healthcare technology, we are not just a company; we are trailblazers reshaping the future of healthcare. Our mission? To refocus attention on what truly matters -patient care. As the primary healthcare engagement platform, we are the pulsating heartbeat of an industry that touches millions of lives. With a network of over 2 million healthcare providers connected to health plans and processing a staggering 12 billion transactions annually, our influence is on a constant and expansive rise. 

Your Journey with Us: 

Step into the realm of Availity, where innovation is not just encouraged, but celebrated. Join our energetic, dynamic, and forward-thinking team that believes in the power of ideas and the impact of every contribution. Your role will be instrumental in transforming the healthcare landscape, solving communication challenges, and creating connections that empower the premier healthcare ecosystem of the United States. 

Why Join Availity in India: 

• Global Impact: Your work from Bengaluru will directly support and impact the lives of millions of US citizens. 
• Innovation Hub: Bengaluru, the tech hub of India, is where your ideas will come to life, contributing to cutting-edge solutions in healthcare technology. 
•  Collaboration: Engage with a diverse and global team, fostering an environment where collaboration knows no boundaries. 
• Career Growth: Availity values your growth journey. With us, you. Find opportunities to expand your skill set and advance your career. 
• Work-Life Balance: Embrace a work culture that values work-life balance, offering flexibility and support to ensure your well-being. 
• Embark on a journey with Availity, where your skills meet impact, and your passion meets purpose. 
• Together, lets shape the future of healthcare from the vibrant city of Bengaluru to the heart of the United States. 
• Join us and be part of a team that not just changing healthcare but changing lives. 

Roles & Responsibilities

• Supervise and manage day-to-day operations of high-volume inbound international voice processes.
• Ensure service level agreements (SLAs), quality standards, and productivity targets are consistently met.
• Provide real-time coaching, feedback, and performance management to team members.
• Handle escalated customer issues and ensure effective resolution within defined timelines.
• Monitor call quality, compliance, and adherence to process guidelines.
• Prepare and share performance reports, root-cause analyses, and improvement action plans.
• Coordinate with internal stakeholders to support operational goals and continuous improvement.
• Support team training, onboarding, and knowledge enhancement initiatives.

Skills & Experience

• 10+ years of experience in inbound international voice processes (US market preferred).
• Minimum 6+ years of experience in a supervisory role within a high call-volume customer support environment.
• Exposure to US Healthcare Revenue Cycle Management (RCM) and practice management software is an added advantage.
• Strong people management, communication, and problem-solving skills.
• Ability to work independently in a fast-paced, performance-driven environment.
• Willingness to work in US shifts (India night shift).
• Willingness to work from office on all working days.

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.