Process Associate

Job Summary

We are seeking a detail-oriented and empathetic professional to join our US Healthcare support team. The role involves direct interaction with patients or members via phone to provide assistance with appointments, billing inquiries, insurance verification, medical records, and other healthcare-related services.

Key Responsibilities

• Make outbound calls to patients for appointment reminders, billing follow-ups, or survey feedback.

• Answer inbound calls and resolve queries related to healthcare services, insurance, co-pays, and claims.

• Assist patients in understanding their bills, insurance coverage, EOBs (Explanation of Benefits), and payment options.

• Coordinate with internal teams or healthcare providers to resolve patient issues.

• Maintain patient confidentiality and handle sensitive information in accordance with HIPAA guidelines.

• Document all calls accurately in the system (CRM or EMR).

• Provide outstanding customer service while managing high call volumes.

• Escalate complex issues to the appropriate department or supervisor as needed.

Requirements

• 13 years of experience in US healthcare voice process or customer support preferred

• Excellent verbal and written communication skills in English

• Strong knowledge of US healthcare processes (RCM, insurance, patient interaction, etc.) is a plus

• Experience with EMR/EHR systems or CRM tools is advantageous

• Ability to work in night shifts (US time zones)

• Good problem-solving and interpersonal skills

• Familiarity with HIPAA compliance standards is desirable

Preferred Qualifications

• Bachelors degree or equivalent

• Experience in AR calling, patient calling, or medical billing processes

• Prior experience in a US healthcare BPO or provider-side call center

Benefits

• Competitive salary

• Night shift allowance

• Health insurance

• Performance-based incentives

• Learning & development opportunities