Job Description

Job Summary:

The Service Center Representative is a crucial role responsible for managing all inbound patient communications with professionalism and compassion. You will handle a high volume of calls related to scheduling appointments, managing prescription refills, answering inquiries, and directing calls to the appropriate clinical staff. The ideal candidate is an outstanding communicator with a passion for helping others and experience in a fast-paced healthcare environment.

Key Responsibilities:

Answer incoming calls in a timely and professional manner, providing a high level of customer service. Schedule, reschedule, and cancel patient appointments accurately in our EMR (Electronic Medical Record) system. Process prescription refill requests and coordinate with pharmacies and clinical staff. Provide patients with information regarding their appointments, preparations for procedures, and general practice policies. Address and resolve patient questions and concerns, or escalate issues to the appropriate manager or clinical personnel when necessary. Verify patient demographic and insurance information, ensuring our records are accurate and up-to-date. Maintain patient confidentiality and adhere to all HIPAA regulations. Perform other administrative duties as assigned to support the call center operations.

Qualifications:

High school diploma or equivalent required; Associate's or Bachelor's degree preferred. Minimum of 2 years of experience in a customer service or call center role.

Previous experience in a healthcare setting (e.g., hospital, medical practice, clinic) is strongly preferred.

Prior experience serving US-based clients/patients is highly desirable.

Familiarity with medical terminology and EMR systems (e.g., Epic, eClinicalWorks) is a significant plus. Exceptional verbal and written communication skills. Strong interpersonal skills with the ability to show empathy and patience. Excellent problem-solving skills and the ability to work effectively under pressure. Proficient in Microsoft Office Suite and comfortable learning new software systems. Must be reliable, punctual, and have a strong work ethic.
Job Type: Full-time

Pay: ₹40,000.00 - ₹65,000.00 per month

Benefits:

Paid time off Provident Fund
Ability to commute/relocate:

Gurugram, Haryana: Reliably commute or planning to relocate before starting work (Required)
Experience:

Customer service: 2 years (Required) Healthcare: 2 years (Preferred)
Language:

English (Required)
Shift availability:

Night Shift (Required)
Expected Start Date: 03/11/2025