Job Description

We are hiring a Process Associate to support a US-based medical telehealth operation by handling inbound and outbound calls, completing end-to-end patient intake, and ensuring accurate documentation and coordination with clinical teams. This is a night-shift, work-from-office (WFO) position requiring strong US-style communication and professional phone etiquette.

Key Responsibilities

Handle

high-volume inbound and outbound calls

with patients, caregivers, and related stakeholders. Conduct

complete patient intake

for telehealth visits (new and returning patients). Collect and verify patient details including: Demographics, contact information, consent forms Chief complaint, symptoms (non-clinical intake), history as required by workflow Insurance details, eligibility basics (as per process), referral/source details Schedule/confirm appointments and provide clear next steps to patients. Document all interactions accurately in

EHR/EMR or scheduling platforms

. Maintain

HIPAA-compliant

handling of patient information. Coordinate with internal teams (providers, scheduling, billing/credentialing where applicable) to close intake loops. Escalate urgent or complex cases to the appropriate team per SOP (without providing medical advice). Meet productivity and quality benchmarks (AHT, QA scores, callback adherence, documentation accuracy).

Required Qualifications Experience & Background

Minimum 1 year experience

in the US healthcare

process

(telehealth/clinic intake, patient coordination, medical BPO, RCM front-end, or similar). Proven exposure to

patient calling

, appointment scheduling, or intake workflows.

Communication (Non-Negotiable)

Excellent spoken English with a neutral/US accent

and strong phone presence. Ability to explain processes clearly, handle objections, and maintain empathy with patients.

Skills

Strong attention to detail for

data accuracy

(names, DOB, insurance, clinical intake fields). Typing speed and computer proficiency; ability to multi-task on calls. Comfort working with

EHR/EMR, CRM, scheduling tools

, and structured scripts.

Availability & Work Mode

Night Shift

(aligned with US business hours).

Work From Office (WFO)

only. Reliable attendance and ability to work in a process-driven environment.

Preferred Qualifications

Experience in

telehealth intake

, behavioral health intake, primary care intake, or specialty clinic workflows. Familiarity with US insurance terminology (PPO/HMO, copay, deductible) at a process level. Prior experience working under

QA, SOPs, call audits

, and productivity targets.

Key Competencies We Will Evaluate

US-accent clarity, confidence, empathy, and professionalism on calls Intake completeness and documentation accuracy Ability to follow scripts and SOPs while sounding natural Handling difficult conversations (anxious/angry patients) calmly Reliability for night shift and performance consistency
Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹30,000.00 per month

Benefits:

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

What is your current CTC? What is your expected CTC? What is your Notice Period?
Experience:

telecalling in US process: 1 year (Required)
Shift availability:

Night Shift (Required)
Work Location: In person