Industry & Sector: Healthcare services outpatient clinic and patient support operations within the clinical services & medical BPO sector. We support patient intake, appointment management, billing inquiries and clinical-administrative coordination, delivering a high-touch patient experience through on-site contact center operations.
Primary job title (standardized): BPO Executive
About The Opportunity
We are hiring an on-site BPO Specialist to join a clinical-contact-center team in India. This role handles patient-facing communications across voice and digital channels, manages CRM and ticketing workflows, and partners with clinical and administrative teams to resolve queries accurately and compassionately.
Role & Responsibilities
- Deliver high-quality inbound and outbound voice, email, and chat support for patients and healthcare stakeholders on-site.
- Use CRM and ticketing platforms to document interactions, update patient records, and escalate clinical or billing issues to relevant teams.
- Operate IVR and telephony tools for call routing, transfers, appointment scheduling, and reminder management.
- Resolve billing, appointment, insurance and basic clinical-administrative inquiries, ensuring accurate follow-up and case closure.
- Achieve operational targets such as CSAT, FCR and AHT while maintaining quality and compliance with data privacy norms.
- Contribute to knowledge-base updates, standard operating procedures, and continuous process improvements.
Skills & Qualifications
Must-Have
- Salesforce
- Zendesk
- Avaya
- Genesys Cloud
- IVR systems
- Microsoft Excel
Preferred
- NICE Workforce Management
- Verint Quality Monitoring
- Knowledge of data privacy regulations (e.g., HIPAA or equivalent patient-data handling standards)
Benefits & Culture Highlights
- Structured on-site training and clear career paths within healthcare BPO operations.
- Collaborative clinical-administrative environment focused on service quality and patient safety.
- Opportunities to upskill on CRM, telephony platforms and quality-monitoring tools.
Location & Workplace: On-site India. Candidates must be willing to work from the assigned clinic/contact-center location.
To apply, submit your CV and a brief note outlining your experience with CRM and contact-center platforms. Strong candidates will demonstrate hands-on experience with call handling, ticketing systems and on-the-job quality metrics in a healthcare setting.
Skills: bpo,crm,salesforce
