BPO Specialist

Role Overview: As a BPO Operations Specialist in the healthcare industry, your primary responsibility will be to support patient-facing operations, clinical appointment management, billing inquiries, and care coordination at on-site healthcare delivery centers in India. You will handle high-volume inbound and outbound patient interactions through voice, email, and chat while meeting SLAs. Your role will involve resolving inquiries, scheduling appointments, managing follow-ups, and maintaining accurate patient records and transaction logs. Additionally, you will collaborate with clinical staff, billing teams, and operations to identify process gaps and suggest improvements for operational efficiency. Key Responsibilities: - Handle high-volume patient interactions across voice, email, and chat to resolve inquiries, schedule appointments, and manage follow-ups within SLAs. - Log, triage, and close tickets in the CRM/ticketing system; escalate clinical or billing issues and track resolution end-to-end. - Maintain accurate patient records and transaction logs; update appointment, billing, and referral information in EMR/CRM tools. - Monitor call queues, apply call-routing rules, and assist with workload balancing to optimize service levels and AHT. - Adhere to data-privacy standards, follow call scripts, and participate in QA scoring and coaching. - Collaborate with teams to identify process gaps and suggest improvements for reducing rework and escalations. Qualifications Required: Must-Have: - Experience with CRM systems, Zendesk, MS Excel, IVR systems, call center telephony, and HIPAA compliance. Preferred: - Familiarity with Freshdesk, ticketing systems, and EMR/EHR (patient scheduling & billing workflows). Additional Details: The company offers structured on-the-job training, role-specific coaching, and clear performance milestones. You will work in a fast-paced, mission-driven environment focused on patient experience and operational excellence. There are opportunities to upskill into team lead, quality, or operations roles within healthcare support functions. This role is ideal for customer-focused operations professionals with expertise in call centers, strong CRM skills, and a commitment to compliance-driven patient support. Please apply if you bring experience in BPO or call-center environments supporting healthcare or clinical services, have a track record of meeting SLA targets, accuracy in data entry, and experience with quality-assurance processes. You should be comfortable working on-site in India and flexible with shift patterns common to patient-support operations.,