RCM - Patient Caller / AR Caller - US Healthcare -WORK FROM Office

Job description

• Patient Support: Answer inbound calls and place outbound follow-ups to assist patients with appointments, basic billing queries, prescription refills/status checks, referrals, and general information.
• Scheduling & Coordination: Book, reschedule, or cancel appointments using client-approved workflows and scheduling systems (training provided).
• Data Capture: Document every interaction accurately and promptly in the CRM/call logging system while maintaining confidentiality of protected health information (PHI).
• Issue Resolution: Triage patient concerns, escalate complex medical/insurance queries to the appropriate team, and ensure timely resolution.
• Compliance & Quality: Adhere to HIPAA/privacy guidelines, call quality standards, and process SOPs.
• KPIs & SLAs: Meet or exceed targets on AHT (Average Handle Time), First Call Resolution, Quality Audit Scores, Schedule Adherence, and Customer Satisfaction (CSAT).
• Continuous Improvement: Provide feedback on recurring patient issues, script improvements, and workflow optimizations.
• Team Collaboration: Participate in calibration sessions, coaching, and refresher trainings to stay aligned with quality expectations.

Required Skills and Qualifications

• Excellent English communication skillsboth verbal and writtenwith a clear, patient-friendly tone.
• High empathy, patience, and active listening abilities to support vulnerable or anxious patients.
• Ability to follow structured scripts and workflows with strong attention to detail.
• Typing speed of at least 30 WPM with high accuracy (or willingness to improve quickly).
• Comfortable working night shifts aligned to US time zones (PST/CST)
• Basic computer literacy (email, chat tools, web browsers, MS Office or Google Workspace).
• Willingness to undergo HIPAA/PHI, data privacy, and security training.

Experience

• 6 Months2 years of experience in customer support/call center/healthcare process preferred, but motivated freshers are welcome.
• Prior exposure to US healthcare, medical billing, EHR/EMR systems, or insurance processes is a plus—but not mandatory.
• Experience working with KPIs/SLAs and quality assurance frameworks is advantageous.
  
  • Working Hours
• Primary coverage during US shifts (e.g., 9:00 PM–5:00 AM IST or 10:00 PM–6:00 AM IST; exact window may vary by client/time zone)
• Five-day work week with rotational weekends or fixed offs based on client project.
• Overtime/holiday/shift differential pay may apply where applicable.
• Customer-first mindset with an ethical, compliant approach to patient data.
• Problem-solving and de-escalation skills with the ability to remain calm under pressure.
• Process discipline—comfortable following SOPs while balancing empathy and efficiency.
• Coachability & growth mindset—open to feedback, quality audits, and continuous learning.
• Cultural sensitivity when interacting with diverse patient populations.
• Basic understanding (or willingness to learn) of US healthcare terminology (copay, deductible, prior authorization, referrals, etc.).

Benefits

• Competitive salary with night shift allowances and performance incentives.
• Paid training on HIPAA, healthcare workflows, and all tools you will use.
• Health & wellness benefits (as per company policy and geography).
• Career progression paths into Quality, Training, & Team Lead
• Inclusive, supportive culture with continuous learning and recognition programs.
  
  No tech skills required—we invest in your training and success
• Stability + growth: Work with a fast-scaling company serving leading healthcare providers.
  
  Real impact: Help patients access care smoothly and compassionately.

How to Apply

• Submit your resume highlighting your communication skills, customer support (if any), and availability for US shifts.
• Include a short cover note (3–4 lines) explaining why you would be great at helping patients over the phone.
• Mention your current location, notice period, preferred shift window, and internet speed.
• If available, share any prior experience with healthcare, call centers, or CRM tools.
• Apply via our career portal or email your application to us with the subject line: AR Caller / Patient Caller

Selection Process:

• Application screening Online communication assessment HR interview Operations/Quality interview Offer & onboarding.