BPO Specialist

2 days ago

Hyderabad, Telangana, India QHT Clinic Full time ₹ 6,00,000 - ₹ 12,00,000 per year

Industry & Sector
Healthcare — Clinical Support & Patient Services (Healthcare BPO). This role supports patient-facing operations, clinical appointment management, billing inquiries and care coordination for on-site healthcare delivery centres. Location: India — On-site.

Primary Title
: BPO Operations Specialist

Role & Responsibilities

  • Handle high-volume inbound and outbound patient interactions across voice, email and chat—resolve inquiries, schedule appointments, and manage follow-ups while meeting SLAs.
  • Log, triage and close tickets in the CRM/ticketing system; escalate clinical or billing issues to appropriate care teams and track resolution end-to-end.
  • Maintain accurate patient records and transaction logs; update appointment, billing and referral information in EMR/CRM tools.
  • Monitor call queues and IVR flows, apply call-routing rules, and assist with shift-level workload balancing to optimise service levels and AHT.
  • Drive quality and compliance: adhere to data-privacy standards (HIPAA/GDPR where applicable), follow call scripts and participate in QA scoring and coaching.
  • Collaborate with clinical staff, billing teams and operations to identify recurring process gaps and suggest pragmatic improvements to reduce rework and escalations.

Skills & Qualifications
Must-Have

  • CRM systems
  • Zendesk
  • MS Excel
  • IVR systems
  • Call center telephony
  • HIPAA compliance

Preferred

  • Freshdesk
  • Ticketing systems
  • EMR/EHR familiarity (patient scheduling & billing workflows)

Qualifications & Experience

  • Proven experience in a BPO or call-centre environment supporting healthcare or clinical services preferred.
  • Track record of meeting SLA targets, strong accuracy in data entry and experience with quality-assurance processes.
  • Comfortable working on-site in India; flexible to shift patterns common to patient-support operations.

Benefits & Culture Highlights

  • Structured on-the-job training and role-specific coaching with clear performance milestones.
  • Fast-paced, mission-driven environment focused on patient experience and operational excellence.
  • Opportunities to upskill into team lead, quality or operations roles within healthcare support functions.

This role suits customer-focused operations professionals who thrive on process discipline, clinical-adjacent workflows and delivering consistent, measurable service outcomes. Apply if you bring call-centre expertise, strong CRM skills and a commitment to compliance-driven patient support.

Skills: bpo,crm systems,healthcare

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