Job Description

Job Title: Customer Service - International Voice Process

Location: Jhandewalan, New Delhi - 110055

Shift: US Business Hours

Job Type: Full-Time

Department: Customer Service / Operations

About Us: Yogesher is a healthcare revenue cycle management and medical billing company offering global capabilities & specialised solutions. By utilizing industry-leading technology in conjunction with high-touch relationship building, we enable healthcare practitioners and facilities to focus on patient care, maintain financial independence, and cultivate financial success. An end-to-end value-added services partner for extended.

Position Overview: We are hiring for multiple roles within our International Voice Process team across four specialized functions: Patient Collections, Appointment Scheduling, Cold calling, and Inside Sales. In this role, you will interact with US-based clients and patients via phone to provide exceptional service and contribute to the operational success of healthcare practices. You will be part of a dynamic, fast-paced environment where your performance and dedication to customer service will directly impact the success of both our clients and the patients they serve.

Key Responsibilities

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Patient Collections

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a) Manage inbound and outbound calls to patients regarding overdue medical bills, payment arrangements, and account inquiries.

b) Provide detailed billing information to patients, explaining charges, payment plans, and insurance coverage.

c) Assist patients in resolving outstanding balances, offering payment solutions, and facilitating payment collections.

d) Communicate empathetically with patients, addressing concerns and working toward timely resolution of issues.

e) Maintain confidentiality and ensure compliance with HIPAA and other healthcare regulations.

f) Achieve daily/weekly/monthly targets for payment collection while ensuring high patient satisfaction.

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Appointment Scheduling Team

a) Handle incoming calls to schedule, reschedule, and cancel appointments for patients with healthcare providers.

b) Confirm patient details, verify insurance information, and accurately enter data into appointment scheduling systems.

c) Provide clear information about appointment availability, policies, and related healthcare services.

d) Follow up with patients to confirm appointments and ensure a smooth, timely scheduling process.

e) Address patient questions or concerns related to appointments, service coverage, and medical providers.

f) Collaborate with medical teams to optimize scheduling efficiency and reduce appointment no-shows.

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Inside Sales Team

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a) Engage with prospective patients and clients through inbound and outbound calls to introduce healthcare services, schedule consultations, and generate leads.

b) Promote specialized services, answer inquiries, and build lasting relationships with new and existing clients.

c) Utilize a consultative approach to sales by identifying clinics' needs and matching them with the appropriate healthcare services.

d) Follow up on leads, book appointments, and facilitate the enrollment of patients or healthcare clients into relevant programs.

e) Maintain accurate records of client interactions and sales activities in CRM systems to ensure timely follow-ups and consistent client engagement.

f) Collaborate with marketing and healthcare teams to drive sales growth and improve customer retention.

Requirements

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a) Minimum of 1-2 years of experience in a voice-based customer service or sales role, ideally within the healthcare sector.

b) Exceptional verbal communication skills in English, with the ability to engage confidently with US-based clients and patients.

c) A solid understanding of US healthcare systems such as medical billing, insurance verification, and patient care services (preferred, but not mandatory).

d) Ability to work in US business hours, including night shifts.

e) Strong problem-solving abilities with a focus on customer satisfaction and conflict resolution.

f) Knowledge of HIPAA regulations and a commitment to maintaining patient confidentiality.

g) Excellent multitasking and organizational skills, with the ability to handle multiple responsibilities while maintaining high-quality service.

h) Previous experience in collections, scheduling, or sales in a healthcare environment is a significant advantage.

Key Competencies

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Customer-Centric Approach: Ability to empathize with patients and clients while offering the best solutions. Attention to Detail: Accuracy and attention to detail in data entry and patient interactions. Team Collaboration: Ability to work effectively as part of a diverse, cross-functional team. Results-driven: Motivated by meeting performance targets and contributing to team success. Tech-Savvy: Comfortable using customer relationship management (CRM) systems, scheduling software, and healthcare management tools.

Why Join Us?

Growth Opportunities: Potential for career advancement and skill development in the healthcare sector. Dynamic Work Environment: Work in a collaborative and fast-paced environment with a focus on innovation and improvement. Healthcare Benefits: Access to comprehensive health plans, wellness programs, and other employee benefits. Training & Development: Continuous training to enhance your skills and career progression within the company.

How to Apply:

Interested candidates can share their CVs at hr@yogesher.com or +91-9310472822.

Job Types: Full-time, Permanent

Pay: ₹40,000.00 - ₹50,000.00 per month

Benefits:

Health insurance Leave encashment Paid sick time Provident Fund
Application Question(s):

Do you have experience in international voice process?
Work Location: In person