Process Associate – Patient Intake (US Telehealth | Inbound/Outbound Calls)

We are hiring a Process Associate to support a US-based medical telehealth operation by handling inbound and outbound calls, completing end-to-end patient intake, and ensuring accurate documentation and coordination with clinical teams. This is a night-shift, work-from-office (WFO) position requiring strong US-style communication and professional phone etiquette.

Key Responsibilities

• Handle high-volume inbound and outbound calls with patients, caregivers, and related stakeholders.
• Conduct complete patient intake for telehealth visits (new and returning patients).
• Collect and verify patient details including:
• Demographics, contact information, consent forms
• Chief complaint, symptoms (non-clinical intake), history as required by workflow
• Insurance details, eligibility basics (as per process), referral/source details
• Schedule/confirm appointments and provide clear next steps to patients.
• Document all interactions accurately in EHR/EMR or scheduling platforms.
• Maintain HIPAA-compliant handling of patient information.
• Coordinate with internal teams (providers, scheduling, billing/credentialing where applicable) to close intake loops.
• Escalate urgent or complex cases to the appropriate team per SOP (without providing medical advice).
• Meet productivity and quality benchmarks (AHT, QA scores, callback adherence, documentation accuracy).

Required Qualifications Experience & Background

• Minimum 1 year experience in the US healthcare process (telehealth/clinic intake, patient coordination, medical BPO, RCM front-end, or similar).
• Proven exposure to patient calling, appointment scheduling, or intake workflows.

Communication (Non-Negotiable)

• Excellent spoken English with a neutral/US accent and strong phone presence.
• Ability to explain processes clearly, handle objections, and maintain empathy with patients.

Skills

• Strong attention to detail for data accuracy (names, DOB, insurance, clinical intake fields).
• Typing speed and computer proficiency; ability to multi-task on calls.
• Comfort working with EHR/EMR, CRM, scheduling tools, and structured scripts.

Availability & Work Mode

• Night Shift (aligned with US business hours).
• Work From Office (WFO) only.
• Reliable attendance and ability to work in a process-driven environment.

Preferred Qualifications

• Experience in telehealth intake, behavioral health intake, primary care intake, or specialty clinic workflows.
• Familiarity with US insurance terminology (PPO/HMO, copay, deductible) at a process level.
• Prior experience working under QA, SOPs, call audits, and productivity targets.

Key Competencies We Will Evaluate

• US-accent clarity, confidence, empathy, and professionalism on calls
• Intake completeness and documentation accuracy
• Ability to follow scripts and SOPs while sounding natural
• Handling difficult conversations (anxious/angry patients) calmly
• Reliability for night shift and performance consistency

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹30,000.00 per month

Benefits:

• Health insurance
• Leave encashment
• Paid time off
• Provident Fund

Application Question(s):

• What is your current CTC?
• What is your expected CTC?
• What is your Notice Period?

Experience:

• telecalling in US process: 1 year (Required)

Shift availability:

• Night Shift (Required)

Work Location: In person