Customer Support Executive-Blended

About the Role:

We are looking for a Process Analyst to join our Legal Process Outsourcing (LPO) team supporting a U.S.-based Personal Injury law firm. The role involves calling medical providers and other entities for medical records retrieval, reviewing and organizing case-related documents, and updating client systems accurately. The position requires excellent communication skills, attention to detail, empathy, and the ability to follow established Standard Operating Procedures (SOPs) precisely.

Key Responsibilities:

• Make outbound calls to medical offices, hospitals, and clinics to request, follow up, and retrieve medical records related to personal injury cases.
• Maintain a professional and empathetic tone during all calls, ensuring clear communication and strong relationship management with providers.
• Track and document all call activities, responses, and follow-ups accurately in the CRM or designated tracking systems.
• Review, sort, and segregate scanned documents and upload them into the CRM or document management platform.
• Fill out relevant forms, apply electronic signatures, and ensure all records are properly labeled and uploaded.
• Adhere strictly to SOPs and workflow guidelines to maintain process consistency and quality.
• Collaborate with internal teams and the U.S. counterparts to ensure timely completion of tasks.
• Conduct quality checks to ensure all retrieved records are complete, accurate, and properly indexed.
• Handle sensitive client and medical information with utmost confidentiality and compliance.

Required Skills & Qualifications:

• Graduate in any discipline (preferably Commerce, Arts, or Law).
• 13 years of experience in an LPO, BPO, or medical records retrieval process (voice or blended).
• Excellent English communication skills – both verbal and written – with a clear, professional tone.
• Strong listening skills, empathy, and patience while interacting with medical staff and offices.
• High attention to detail and accuracy in documentation and data entry.
• Good typing speed and proficiency in MS Office tools (Word, Excel, Outlook).
• Ability to navigate multiple systems and maintain updated call and document logs.
• Flexible to work in the U.S. night shift (purely night shift) and manage time-sensitive follow-ups.
• Sincere, hardworking, and capable of following SOPs independently.

Preferred Qualifications:

• Prior experience with medical records retrieval, personal injury law firms, or insurance processes.
• Familiarity with CRMs or document management systems like Law Ruler, SharePoint, or Litify.
• Basic understanding of medical terminology and legal case documentation.