BPO Specialist
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
6 Vacancies
Job Summary
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 chatresolve 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.
Required Skills:
bpocrm systemshealthcare
Key Skills
- B2B Sales
- Customer Service
- Communication skills
- Outbound Sales
- Account Management
- Upselling
- Customer Support
- Data Mining
- 3G
- Human Resources
- Internet Of Things
- 4G/LTE
