Contact Center Support Agent, Voice

Work timings: US day shift, i.e., Indian night shift, and shift time depends on the client's time zone in the US.

Employment Type - Office-based. 
Note: An employee may request the option to work from home once they are fully trained and have received approval from the client (not all clients approve work from home, though) regarding the quality of their work. However, it is ultimately the company and client's decision whether to allow an employee to work from home.

Prior experience/skillsets required:
a. Any graduate who possesses at least 6 months of experience in an international call center, specifically in US-based voice processes.
b. A science background is a plus.
c. Prior experience in dealing with US healthcare clients.
d. Customer-oriented attitude with professionalism.
e. Strong multitasking, time management, and target-achieving skills.
f. Exceptional telephone manner, customer service skills, active listening skills, verbal, and written communication skills.
g. Ability to resolve conflict and diffuse tension.
h. Competency in necessary computer skills, including Microsoft Word, PowerPoint, Internet, and Excel.
i. Good knowledge of CRM practices and systems.
j. Capability to work independently and in collaboration with others to complete work and meet deadlines with general supervision.
k. Familiarity with medical coding is a plus.
l.. Flexible to work in any shift.

Roles and responsibilities:
a. Handle large volume of inbound/outbound calls, voicemails/chats from patients, healthcare providers, and other stakeholders, providing courteous and efficient service.
b. Initiating outbound calls to patients for appointment reminders, follow-up consultations, and other healthcare-related purposes.
c. Conducting outbound calls to coordinate care, gather information, or provide support as necessary.
d. Assisting with administrative duties related to the process.
e. Verify patient demographics, insurance information, and medical history accurately to ensure data integrity.
f. Identifying customers' needs, clarify information, research every issue and providing solutions.
g. Assess patient needs and concerns, escalating complex issues to appropriate healthcare professionals for resolution.
h. Follow up with patients to ensure satisfaction with services provided and address any additional concerns or questions.
i. Document all interactions and transactions accurately in the electronic health record (EHR) system.
j. Adhere to HIPAA regulations and maintain patient confidentiality at all times.
k. Collaborate with other members of the healthcare team to facilitate coordination of care and enhance the patient's experience.
l. Participate in ongoing training and professional development activities to stay updated on industry trends and best practices.
m. Adhere to customer service scripts and protocols provided by the client.
n. Striving to achieve first call resolution and maintain the quality of service provided.
o. Remaining calm and professional while dealing with angry customers and providing them with the best solutions to resolve their issues.
p. Build sustainable relationships and engage customers/callers by taking the extra mile.
q. Responds to messages/tasks sent by the doctor/staff.
r. Meet personal/team qualitative and quantitative targets.

Career growth: Contact Center Support Agent Senior Contact Center Support Agent Contact Center Support Executive Quality Auditor, Contact Center Quality Coach, Contact Center Contact Center Manager

Additional Perks:
a. Performance and attendance-based incentives up to Rs based on the process and complexity of the process.
b. Medical insurance of 3 lakhs per annum. Coverage is for self, spouse, and 2 children under 25 years of age. This component cannot be reimbursed.
c. Group Personal Accident Policy coverage for the employee with payment of 5 years' CTC in case of death of the employee in an accident.
d. Office-based employees shall be eligible for complimentary canteen facilities. The cost of this facility is NOT shown under CTC for office-based employees. 4
e. Cab facility:-
•  Every office-based employee is eligible for company transportation.
•  Rs. 2000 shall be reimbursed to male employees who opt for their own transportation when working from the office.
•  Female employees with their own car or female employees whose spouse is also working with us and has their own vehicle only can opt for their own transportation and will be eligible for Rs 2000 as transport reimbursement.
• The cost of this facility is NOT shown under CTC for office-based employees.

How to apply: Please visit the page of our website to submit your resume.
  NOTES: If you still have any doubts, please write to