Customer Support Patient Support Representative

ROLE OVERVIEW

We are seeking a compassionate and detail-oriented Customer Support / Patient Support Representative (Female only) to join our night-shift team. In this role, you will be the primary point of contact for US patients, healthcare providers, and insurance representatives — delivering first-class support via phone and other communication channels. You will handle a variety of healthcare-related tasks including appointment coordination, insurance verification, billing inquiries, and patient record management, all while adhering to strict HIPAA compliance standards.

KEY RESPONSIBILITIES

• Handle inbound and outbound calls with US patients, healthcare providers, and insurance companies in a professional, empathetic manner
• Respond to patient inquiries related to appointments, prescriptions, billing statements, insurance coverage, and general healthcare program information
• Verify patient insurance eligibility and benefits through online portals and direct communication with insurance payers
• Review, process, and document medical record requests from clients, insurance carriers, and legal entities in strict compliance with HIPAA and applicable federal/state regulations
• Accurately enter and update patient demographic and insurance data in practice management and billing systems
• Assist patients in understanding co-pays, deductibles, coinsurance, and out-of-pocket obligations
• Coordinate and schedule medical appointments, follow-ups, and ancillary services as required
• Identify and escalate unresolved issues, billing discrepancies, or patient concerns to the appropriate team or supervisor
• Maintain detailed, accurate documentation of all patient interactions and transactions
• Meet daily and weekly performance metrics including call quality scores, resolution rates, and documentation accuracy targets
• Collaborate with internal billing, coding, and clinical teams to ensure seamless patient experience and workflow continuity
• Participate in ongoing training and professional development activities

REQUIRED QUALIFICATIONS

• Minimum 1 year of experience in a customer service, call center, or healthcare support role
• Prior experience in US healthcare, medical billing, insurance verification, or a related BPO/RCM environment
• Familiarity with medical terminology, ICD/CPT/CDT codes, or insurance claim processes
• Experience with healthcare CRM or practice management software (e.g., Kareo, Dentrix, Athenahealth, or similar)
• Knowledge of HIPAA regulations and US healthcare compliance standards
• Intermediate to proficient English communication skills — neutral accent preferred; clear and confident verbal delivery is essential
• Solid data entry skills with a high level of accuracy and attention to detail
• Ability to handle high call volumes professionally while maintaining composure and empathy
• Strong organizational skills with the ability to multitask and manage priorities in a fast-paced environment
• Minimum Intermediate level of education; Bachelor's degree in Health Sciences, Business Administration, or a related field is preferred

WHAT WE OFFER

• Competitive monthly salary package
• Structured career growth path and performance-based advancement opportunities
• Professional training program covering US healthcare processes, HIPAA compliance, and call handling best practices
• Supportive, female-friendly work environment with a professional and inclusive culture
• Paid annual, casual, and sick leaves as per company policy
• On-the-job mentoring and continuous learning initiatives
• Provident Fund and other statutory benefits

Job Type: Full-time

Pay: From Rs80,000.00 per month

Work Location: In person