Customer Service Representative

Job Summary:

The Service Center Representative is a crucial role responsible for managing all inbound patient communications with professionalism and compassion. You will handle a high volume of calls related to scheduling appointments, managing prescription refills, answering inquiries, and directing calls to the appropriate clinical staff. The ideal candidate is an outstanding communicator with a passion for helping others and experience in a fast-paced healthcare environment.

Key Responsibilities:

• Answer incoming calls in a timely and professional manner, providing a high level of customer service.
• Schedule, reschedule, and cancel patient appointments accurately in our EMR (Electronic Medical Record) system.
• Process prescription refill requests and coordinate with pharmacies and clinical staff.
• Provide patients with information regarding their appointments, preparations for procedures, and general practice policies.
• Address and resolve patient questions and concerns, or escalate issues to the appropriate manager or clinical personnel when necessary.
• Verify patient demographic and insurance information, ensuring our records are accurate and up-to-date.
• Maintain patient confidentiality and adhere to all HIPAA regulations.
• Perform other administrative duties as assigned to support the call center operations.

Qualifications:

• High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
• Minimum of 2 years of experience in a customer service or call center role.
• Previous experience in a healthcare setting (e.g., hospital, medical practice, clinic) is strongly preferred.
• Prior experience serving US-based clients/patients is highly desirable.
• Familiarity with medical terminology and EMR systems (e.g., Epic, eClinicalWorks) is a significant plus.
• Exceptional verbal and written communication skills.
• Strong interpersonal skills with the ability to show empathy and patience.
• Excellent problem-solving skills and the ability to work effectively under pressure.
• Proficient in Microsoft Office Suite and comfortable learning new software systems.
• Must be reliable, punctual, and have a strong work ethic.

Job Type: Full-time

Pay: ₹40,000.00 - ₹65,000.00 per month

Benefits:

• Paid time off
• Provident Fund

Ability to commute/relocate:

• Gurugram, Haryana: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 2 years (Required)
• Healthcare: 2 years (Preferred)

Language:

• English (Required)

Shift availability:

• Night Shift (Required)

Expected Start Date: 03/11/2025