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Compliance & Risk
Job Location: 

Position Objective:
•    Deployment of ISO, ISMS, HIPAA-GLBA, eSCM & SSAE 16 standards
•    Connect with clients to on compliance requirements, data security measures & controls. 
•    Lead Business Risk management activities & Business Continuity Planning 

•    Disseminate knowledge & Implementation of ISO, ISMS, HIPAA-GLBA, eSCM & SSAE 16.
•    Audit Planning, Scheduling and Deployment
•    Should lead and manage - Documentation & Version Control activities – Contractual, SOP, SOW Etc.,  
•    Ensure all Company policies and procedures are implemented consistently and fairly.
•    Should Plan, finalize and test – Business Continuity Plans to perfection - Should be able to command and muster the entire activity
•    Conducting Risk Assessment 

Unique Knowledge & Skill Requirement:
•    Has a sound understanding of policy, procedures and regulatory compliance enough to guide others
•    Advanced Knowledge of SSAE 16 ,ISO, ISMS, HIPAA & eSCM 
•    Certified Lead Auditor 
•    Experience in implementing SSAE 16 standards in Health care domain.
•     Having worked in multiple environments within the domain, deep understanding of the business environment, market dynamics, best practices and industry trends in the given domain, 
•    Preferably worked in multinational organizations / clients and having exposure to international practices and Compliance & Risk initiatives. 
•    Excellent Communication, analytical & interpersonal skills are must 

Experience Required:  7- 9 years.
Education Required: (Any Graduate - Any Specialization) AND (Any PG Course - Any Specialization, Post Graduation Not Required) 
Annual Salary: TBD

Interested candidates, please share your profiles to
Don't forget to mention Indian Compliance & Risk, Bangalore in subject line 

Job Location: 

Clinical Reviewers 

Review medical records and follow stringent protocols to determine whether patients meet the standards for insurance reimbursement.
Clinical review for medical necessity of identified claims.
Documentation of clinical rationale supporting findings of the review.
Apply clinical judgment, honed over years in acute care settings, to make responsible decisions that promote appropriate records review and applications usage while keeping resources available to those most in need.
Have understanding of ICD-9, CPT and HCPCS codes and their application in the US Health insurance domain.
Review and validate all information pertaining to the claim. 
Comply with procedures, regulations, and rules in maintaining medical records.
Interacts on a continuous basis with other departments by directing activities towards positive outcomes. 

Registered Nurse– Hiring Profile
Desirable skillsets
•    NCLEX certification (Mandatory)
•    Nursing Graduate (Bachelors or Masters in Nursing) from registered nursing college in India
•    Clinical experience of minimum 2 years for working in a hospital
•    Proficiency in English grammar & good writing skills
Preferable Skillsets
•    Minimum experience of 1 year working in US Healthcare organization
•    Proficiency in MS Office tools
•    Good verbal and written communication skills

Maximum Salary – 5 LPA

Medical Coders

Process 1: Multi Speciality Coding – Denial Management Payer side.
CPC certification must
Exp: 0 to 18 months
CTC: 2.5 to 3.5 LPA
Process2: E/M Coding or Auditing
CPC Certification must
Exp: 0 – 3 years
CTC: 2.5 to 3.75 LPA
5 days’ work 2 days off.
Attractive OT and Holiday pay.
Note- all are US process and will be working in US shift i.e. 4.30 PM or 5.30 PM log in and two way transportation will be provided free of cost.

Salary: 3.50 LPA

Interested candidates, please share your profiles to
Don't forget to mention Indian Clinical Reviewers or Medical Coders, Bangalore in subject line 

Mandatory requirements
•    Nursing Graduate (Bachelors or Masters in Nursing) from registered nursing colleges in India
•    Minimum 2 years’ experience working in a hospital with experience in multiple specialties (Medical, Surgery, Emergency, Pediatrics, ICU & Obstetrics).
•    Active Indian Nursing License
•    Excellent knowledge in fundamentals of nursing
•    Candidate will need to appear for the NCLEX certification and bear the cost of the certification. The certification cost will be reimbursed by HGS on actuals upon successfully passing the certification
•    Willing to sign 3 years of bond with value of 75,000 INR
•    Candidates to be hired only from JCI accredited hospitals listed below:
o    Aditya Birla Health Services Ltd., Pune
o    Ahalia Foundation Eye Hospital, Palakkad, Kerala 
o    Apollo Gleneagles Hospitals, Kolkata
o    Apollo Hospital, Chennai
o    Apollo Hospital, Hyderabad
o    Apollo Hospitals, Bangalore
o    Artemis Health Institute (a unit of Artemis Medicar Services Ltd.), Gurgaon
o    Asian Heart Institute, Mumbai
o    Fortis Escorts Heart Institute, New Delhi
o    Fortis Hospital, Mohali
o    Fortis Hospital, Bangalore
o    Fortis Hospital, Mulund
o    Grewal Eye Institute Private Limited, Chandigarh
o    Indraprastha Apollo Hospital, New Delhi
o    Medanta - The Medicity
o    Moolchand Hospital, New Delhi
o    Narayana Hrudayalaya Pvt. Ltd., Bangalore
o    Narayana Multispeciality Hospital, Jaipur
o    Satguru Pratap Singh Apollo Hospital, Ludhiana
o    Shroff Eye Hospital/Shroff Eye Clinic, Mumbai
o    Sri Ramachandra Medical Centre, Chennai

Preferred requirements
•    Minimum experience of 1 year working in US Healthcare organization
•    Good verbal and written communication skills

Salary: 3.50 LPA

Interested candidates, please share your profiles to
Don't forget to mention Indian Registered Nurses, Bangalore in subject line 

Job Location: 

Minimum 3 to 5 years of experience from US Healthcare Industry

Candidates who are currently acting as Team Lead can also apply.
Good in communication.
Should have managed a team of Min 12 to Max 20 members.
Should have knowledge of their current process they are working for and what their roles and responsibilities are.
Healthcare or Insurance Domain Only.
Provides team status report to manager on a weekly basis or as needed.
Elevates unresolved issues and problems concerning the team, including outsource matters, to the immediate supervisor timely. 
Conducts and/or attends regular outsource and in house staff meetings.
Monitors in-house staff work time and addresses problems such as tardiness, absenteeism, etc. Informs the department manager about this problem.

Interested candidates, please share your profiles to
Don't forget to mention Group Lead – Operations, Bangalore in subject line 


Key areas of responsibilities:
•    Manage and execute high impact business / organizational projects which are cross functional in nature.
•    Generate business impact / client value adds through Continual Improvement initiatives or transformational  thought process
•    Support all geographies in Continual Improvement initiatives.
•    Support all other Business Excellence initiatives e.g. CSAT, Internal Customers Satisfaction (ICSAT), Operations Self Assessments (Health checks), implementation of Transition Methodology.
•    Alignment of organizational metrics to Excellence frameworks.
•    Implement strong governance to address Operations Quality and Improvement projects and initiatives.
•    Build team capability.
•    Six Sigma Black Belt certified Must

Desired skill sets:
•    Strong Program management skills. 
•    Sound knowledge and implementation experience of Excellence models (eSCM, EFQM, Malcolm Balridge, CMM etc.).
•    Knowledge of ISO9000, ISO27000, HIPAA is added advantage.
•    Work experience as Quality consultants will be an added advantage.
•    Capability to train and conduct workshops in Business Excellence.
•    Ability to identify process re-engineering requirements against end to end service provisioning.
•    Ability to work across various geographies.
•    Customer facing and interaction abilities.
•    Should be willing to work in Night shifts.

Interested candidates, please share your profiles to
Don't forget to mention DGM- Quality, Bangalore in subject line 

Job Location: 

Key Responsibilities: 

•    Handling client calls, Escalating issues/concerns and updating the client with process advancements and initiatives. 
•    Working closely on making decision of the process through process improvement projects.
•    Reviewing the Balance score card progress of the process.
•    Actively participate in operations and management decision making. 
•    Perform regular Team huddles and Skip level meetings to ensure that high level of regular, timely communication exists within the team. 
•    To do post quality assessments and to generate Quality Analysis Reports of the process. 
•    To identify the areas of improvement for team members and to ensure or impart the required training.
•    Training and supervising lean concepts in the day to day work.
•    Work with Cross-Functional Teams to ensure that both internal and external customer needs are met
•    Conduct appraisals
•    Mentor and coach team members with potential for growth/development
•    Identify potential candidates for succession planning and create development pathway for them
Desired Profile:
•    Women candidates only
•    Should be willingness to work in night shifts.
•    Candidates from US Healthcare background preferred.

Interested candidates, please share your profiles to
Don't forget to mention AM, Healthcare, Bangalore in subject line 

Job Location: 
Bangalore (Bengaluru)

HGS - Walk-in drive for Team Lead – Operations (Outbound Sales)

Location: HGS House, #614, Vajpayee Nagar, Bommanahalli, Hosur Road, Bangalore. PIN - 560068. India

Job Description:

  • Excellent Communication in English & Kannada is Mandatory
  • Should be from Insurance Telesales or any outbound sales background
  • Passion towards sales
  • Ability to exercise tact and good interpersonal skills 
  • Time management skills & Analytical skills
  • Problem solving skills 
  • Self-motivated and a self-starter
  • Good understanding of Insurance sales Domain/outbound sales processes
  • 3 years or above with minimum of 1 - 2 years of experience as Team Lead Operations from any domestic/international businesses
  • Desire qualification is under graduate/graduate
  • Salary is not a constraint for right candidates

Send your resume to

Job Location: 

Establish a robust quality assurance utility & culture that focuses operations management on improving service quality, minimizing cost of errors and poor processing, providing structured training and feedback on an ongoing basis, cross training, individual agent performance and working with the Management teams to eliminate non value activities and improving input quality
Responsible for customer facing quality systems; define, document, implement, measure, ensure effectiveness of Customer issue tracking, own and manage the process, failure analysis, root cause analysis, corrective and preventive actions and management accountability for customer issues

Partner with key stakeholders to identify and execute strategies for achievement of business objectives
To acquire an in depth understanding of the quality measuring procedures and the training requirements of the processes.
Develops, implements and maintains a standardized quality management plan and program to ensure compliance with external regulatory and accreditation requirements.
Establishes and maintains tracking and monitoring systems. Quality improvement activities according to regulatory requirements, policies and procedures and contractual agreements.
Ensures high risk, high volume, and unusual events are monitored concurrently and retrospectively as they occur.
Researches and develops performance measurement and outcome studies to assess and improve the health of the process. Plans, organizes and manages the design, development and analysis of a wide variety of topics relevant to processes
Manages and evaluate performance of staff services performance improvement activities. Provides department orientation to new staff and ongoing staff development to the entire department.
Coordinates guidelines, studies and performance improvement activities in concert with the utilization management, quality management
Prepares, compiles, reviews and submits monthly and quarterly reports for quality committee meetings.
Participates in the development, review and updating of policies and procedures.
Develops and analyzes reports to monitor and evaluate quality performance in meeting established goals related to quality improvement plan and contractual requirements.
Operational Effectiveness & Control

Expertise in handling multiple accounts and client base
Develops and manages a high performance Quality Assurance team.
Excels at staff development and succession planning, filling roles with qualified candidates.
Demonstrates communication techniques and leadership qualities that serve to pull both individual team members as well as the entire team to higher levels of performance (as assessed by supervisor).
Complete other responsibilities, as assigned.
Role Context

Ability to establish quality KPIs, set up measurement and tracking systems/processes, set goals and drive actions
Be proactive to put forward plans and able to prevent potential fraudulent situations
Be able to generate, understand and also interpret MI reports on quality reviews conducted.
Flexibility in adopting changes as per the department requirements.
Promote an environment that supports diversity and reflects the HGS Brand
High levels of technical and professional expertise are required to provide guidance and advice on specialized matters
The role entails regular contact with peer group and senior managers to coordinate efforts and report progress and results
The individual will have a strong learning curve and will demonstrate the ability to apply learned techniques, knowledge and expertise to new business situations and in different business environments
Drive standardized Quality process through the quality tools provided
Candidate Education:

Required Bachelor's Degree
Candidate Experience:

Required 10+ years of experience in directly related Quality Improvement job duties
Candidate Skills:

Advanced Demonstrated written communication skills
Advanced Demonstrated interpersonal/verbal communication skills
Advanced Demonstrated analytical skills
Advanced Demonstrated problem solving skills
Intermediate Ability to work in a fast paced environment with changing priorities
Intermediate Ability to multi-task
Advanced Ability to effectively present information and respond to questions from customers
Advanced Ability to effectively present information and respond to questions from peers and management
Intermediate Ability to lead/manage others
Advanced Ability to influence internal and external constituents

Certification in quality assurance / control / management / six sigma would be desirable
Technical Skills:

Required Intermediate Microsoft Excel
Required Intermediate Microsoft Word
Required Intermediate Microsoft Visio
Required Intermediate Microsoft PowerPoint


Think Strategic

Big Picture Perspective
Demonstrates a vision for immediate team
Is able to understand the impact of team’s performance on the process goals
Prioritizes work in alignment with Team’s goals, and acts accordingly

Business Acumen
Has a sound understanding of policy, procedures and regulatory compliance enough to guide others
Able to interpret metrics / data
Makes suggestions to improve productivity

Drive Results

Planning & Organizing
Maintaining SLA target on a monthly basis to achieve desired KPI s including absenteeism and attrition within the team

Directing & Monitoring:
To manage the day to-day operations with a team of Associates and meet the required service levels, quality and productivity
Ensure all Company policies and procedures are implemented consistently and fairly.
Gauge Roles & Responsibilities & Calibrate with team members to ensure variance is below the desired level of acceptance

Analyzing team performance; identifying plans for improvements; and maintaining a track of the same.
Regular Client interactions

Problem Solving & Decision making
Ability to look for alternative solutions for problems identified; Takes decisions based on logical reasoning and relevant information

Partner with Customers

Relationship Building
 Acts as a point of contact for the resolution of escalations, enquiries and complaints from external and internal customers.

Passion for excellence
Devise and deliver solutions to enhance Quality of Service and to prevent future problems.  Track and analyze the trends in customer service requests and generate statistical reports.
Transaction monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every transaction. 
Work very closely with team members to solve customer problems.

Lead People

Managing Self 
Ability to multi-task and conduct business training (pre-process & process), handle quality & MIS 

Work with Supervisor in effective planning of manpower.

Identify probable attrition and take measures towards retention

Attrition and Absenteeism Management

Assumes responsibility for work activities and coordinating efforts

Inspiring others / Managing teams

Managing an average team size of 15-20 members
Approachable and supportive towards the team. Also should have the ability to motivate the team in the right direction to achieve the targets 
Conducting performance appraisal for the team
Regularly organizing huddles to update the product & process changes.
Courteous and professional behavior towards supervisor, peers & subordinates
Conducting regular meetings with the team members; 
Work towards minimizing unscheduled absenteeism

Desired Knowledge, skills and attitudes

Good telephone etiquette
Has the potential to gain trust and rapport building
Active listening skills
Analytical and problem solving skills
Business email etiquette
Goal setting
Awareness of ISO and ISMS
Knowledge of MS-Office
Change orientation
Posses integrity, enthusiasm and be loyal to organization
Good written and verbal communication skills
Conflict resolution
Mentoring and coaching
Possess the ability to handle grievances

Desired qualification

Proficiency in English
Desired years of experience
Graduates + minimum  2 years of experience in BPO 

Internal Customers
Operations & Shared Services

External Customers

Job Location: 

Primary responsibilities: Evaluate, provide feedback and coach the TSEs on the quality scores.

Customer related: Documentation of quality reports for reference and performance analysis.
Financials related: Not Applicable
People related: Assist the GL in monitoring and evaluating calls. Conduct quality induction briefing for new recruits.
Process related: Work closely with Operations to deal with disputes arising out of process gaps, updates, etc.
Secondary responsibilities:

Responsible for designated team’s performance. Provide floor support whenever required.
Desired Knowledge, skills and abilities:

Strong process knowledge
Basic computer knowledge
Logical thinking, analytical and mentoring skills
Good verbal and written communication skills
Desired qualifications: Graduation

Desired years of experience: One year as SME/Sr. TSE in the process

Internal Customers: Operations and all support functions

External Customers: Clients