Process Associate – US Healthcare (Voice)
Wipro — Kolkata, West Bengal
₹4–8 LPA (HireSetu estimate) · Entry level · Freshers eligible · Full-time
HireSetu listing reference 0cfd26 — confirm requirements below, then apply on the employer site.
Quick answer: A voice-based support role for US healthcare clients, worked from the Kolkata office on late evening and night shifts. Freshers with HSC or a degree can apply; the two gates before anything else are the SVAR voice test and typing at 30 words per minute with 90% accuracy.
From Wipro's job posting
Job Description
Candidates should have Excellent English Communication Skills and Excellent Typing skills.
Desired candidate Profile
H.Sc / Graduate freshers with good communication.
US healthcare Exp will be an advantage.
Knowledge of basic computer operations.
Willingness to work in the late evening and night shifts.
Courteous with strong customer service orientation.
Good listening and speaking skills.
Typing speed 30/90%
SVAR test mandatory.
Work from office only.
Do
Support process by managing transactions as per required quality standards
Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
Update own availability in the RAVE system to ensure productivity of the process
Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
Follow standard processes and procedures to resolve all client queries
Resolve client queries as per the SLA s defined in the contract
Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
Document and analyze call logs to spot most occurring trends to prevent future problems
Maintain and update self-help documents for customers to speed up resolution time
Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
Ensure all product information and disclosures are given to clients before and after the call/email requests
Avoids legal challenges by complying with service agreements
Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
Assist clients with navigating around product menus and facilitate better understanding of product features
Troubleshoot all client queries in a user-friendly, courteous and professional manner
Maintain logs and records of all customer queries as per the standard procedures and guidelines
Accurately process and record all incoming call and email using the designated tracking software
Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business
Organize ideas and effectively communicate oral messages appropriate to listeners and situations
Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
Undertake product trainings to stay current with product features, changes and updates
Enroll in product specific and any other trainings per client requirements/recommendations
Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
Update job knowledge by participating in self learning opportunities and maintaining personal networks
No Performance Parameter Measure
1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed
Mandatory Skills: Claims_Processing .
Text from Wipro's official job posting, formatted by HireSetu. The employer's own page is the final word on details.
HireSetu's note
The two screens before anything else
SVAR is a voice and accent assessment, taken before any interview, and it decides whether the rest of the process happens. Typing is the second gate: 30 words per minute at 90% accuracy. Both are pass or fail, not preferences, and the accuracy figure ends more attempts than the speed does, so practice with the meter running.
Reading English well is a different skill from handling a caller who is upset about a denied claim. If you have never spoken on a call for more than a minute, record yourself and listen back before the SVAR.
Nights, queues and SLAs
The shift exists because the callers are in the US. Your day is a queue of inbound calls and emails, and every one gets logged with the caller's details, the problem, the steps taken and whether it closed. Resolution times are measured against SLAs written into the client contract, and anything that stalls goes to a team lead.
Ask about the shift rotation and night transport when you speak to them, because those two things decide whether the schedule is livable. The RAVE system mentioned in the listing is where you mark yourself available, so expect your time on the floor to be tracked closely.
Claims experience sets you apart
Claims processing is the one mandatory skill named, and prior US healthcare exposure is flagged as an advantage. If you have touched claims, denials, eligibility checks or insurance verification anywhere, that line goes at the top of your CV, above your degree and college projects.
For freshers, RCM, revenue cycle management, is the term to look up: the chain from patient registration through to payment collection, with a claims associate sitting near the middle of it. A short course or self-study in medical billing terminology will make the training weeks easier, though it won't replace the communication and typing scores.
Drafted with AI from Wipro's job posting and checked by Prashanth Jakkula before publishing. See our Editorial Policy.
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