Appointment & Scheduling (US Medical/Dental)

Job Title: Officer – Appointment & Scheduling (US Medical/Dental)

Location: Karachi
Reports To: Team Lead
Shift: Night Shift (to align with US Central/Eastern Time Zones)
Employment Type: Full-time (On-site)

Company Overview

We are a fast-growing Revenue Cycle Management (RCM) company based in Pakistan, providing credentialing, front-office, and back-office services exclusively to Medical & Dental providers across the United States. Our front-office team ensures seamless patient access, appointment management, and insurance verification, directly impacting clinic efficiency and revenue.

Role Summary

We are seeking a detail-oriented and customer-focused Agent/Officer – Appointment & Scheduling to manage patient appointments, reminders, and rescheduling for our US-based healthcare clients. You will act as the virtual front desk for multiple clinics, ensuring high patient satisfaction, low no-show rates, and accurate data entry into practice management systems.

This role requires excellent spoken English, familiarity with US healthcare workflows, and the ability to work independently during night hours.

Key Responsibilities

1. Appointment Management

• Answer incoming calls and schedule patient appointments for medical and dental clinics using clinic’s software.
• Confirm, reschedule, or cancel appointments based on clinic protocols.
• Manage appointment queues to optimize provider schedules and reduce gaps.

2. Patient Communication & Reminders

• Make outbound confirmation calls 24–48 hours before scheduled appointments.
• Send SMS/email reminders (where applicable) to reduce no-show rates.
• Handle basic patient inquiries (directions, preparation for visit, documentation required).

3. Data Entry & Accuracy

• Enter patient demographics, insurance information, and appointment details accurately into the practice management system.
• Verify insurance eligibility (basic) by checking payer portals or using integrated verification tools.

4. Coordination with Internal Teams

• Flag scheduling conflicts, no-show patterns, or high cancellation rates to the Team Lead.
• Coordinate with the billing/AR team to ensure appointments are linked to correct patient accounts.

5. Compliance

• Adhere to HIPAA guidelines – never share protected health information (PHI) with unauthorized parties.
• Follow clinic-specific scripts and workflows.

Qualifications & Requirements

Experience:

• 1–2 years of experience in US healthcare appointment scheduling or call center (virtual front desk).
• Freshers with excellent English and fast learning ability may be considered if trained.

Technical Skills:

• Basic proficiency in at least one practice management / scheduling software.
• Typing speed: 40+ WPM with accuracy.
• Familiarity with US time zones and understanding of clinic hours (e.g., 8 AM – 5 PM CST/EST).

Soft Skills:

• Neutral US accent or clear, easily understandable English pronunciation.
• Patience and empathy when dealing with patients (including elderly or stressed callers).
• Ability to handle high call volume.
• Problem-solving – rescheduling without upsetting the patient or clinic.

Education:

• Minimum Intermediate (FA/FSc).
• Certification in Medical Office Administration is a plus.

Compensation & Benefits

• Salary: Competitive as per market - PKR 60k–90k per month based on experience.

Working Conditions

• Night shift: Typically 7:00 PM – 4:00 AM PKT (adjustable to daylight saving).
• Equipment: Company-provided laptop/desktop and headset.

Background check required due to HIPAA compliance.

Job Type: Full-time

Pay: Rs60,000.00 - Rs90,000.00 per month

Work Location: In person