Offshore CSR

About the role

The CSR manages the retrieval of APS and medical records on behalf of US insurance clients. This covers provider follow-ups by phone and email, keeping case documentation accurate, raising client approvals and notifications on time, and resolving escalated cases within agreed turnaround times.

What you'll do

• Provider Follow-up and Escalations
• Review orders and make outbound calls to medical providers on escalated cases, handling live conversations to clarify requirements and speed up record retrieval
• Send email follow-ups to providers and facilities on pending requests
• Handle client escalations, investigate the case history, and give timely, accurate resolutions
• Review NYL cases and document a clear, case-specific reason for escalation

What you need

• Voice process
• Escalation handling
• Data privacy
• Communication
• Any graduate