BPO Specialist

Industry & Sector

Primary Title

• Handle high-volume inbound and outbound patient interactions across voice, email and chat—resolve inquiries, schedule appointments, and manage follow-ups while meeting SLAs.
• Log, triage and close tickets in the CRM/ticketing system; escalate clinical or billing issues to appropriate care teams 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 and IVR flows, apply call-routing rules, and assist with shift-level workload balancing to optimise service levels and AHT.
• Drive quality and compliance: adhere to data-privacy standards (HIPAA/GDPR where applicable), follow call scripts and participate in QA scoring and coaching.
• Collaborate with clinical staff, billing teams and operations to identify recurring process gaps and suggest pragmatic improvements to reduce rework and escalations.
  

Skills & Qualifications

Must-Have

• CRM systems
• Zendesk
• MS Excel
• IVR systems
• Call center telephony
• HIPAA compliance
  

Preferred

• Freshdesk
• Ticketing systems
• EMR/EHR familiarity (patient scheduling & billing workflows)
  

Qualifications & Experience

• Proven experience in a BPO or call-centre environment supporting healthcare or clinical services preferred.
• Track record of meeting SLA targets, strong accuracy in data entry and experience with quality-assurance processes.
• Comfortable working on-site in India; flexible to shift patterns common to patient-support operations.
  

• Structured on-the-job training and role-specific coaching with clear performance milestones.
• Fast-paced, mission-driven environment focused on patient experience and operational excellence.
• Opportunities to upskill into team lead, quality or operations roles within healthcare support functions.