healthcare call center agent

NMC Health plc

<div>You will be the first point of contact for our patients, providing them with exceptional customer service and support. Ensuring calls to and from the hospital are attended promptly, politely and to the entire satisfaction of the patient.
Answering incoming calls, managing multiple lines simultaneously, and help patients with various tasks. Those may include scheduling appointments, providing information about healthcare services, confirming insurance details, and routing calls to appropriate healthcare personnel .</div>
 <div><ul><li>Responsible for maintaining excellent telephone etiquette and professionalism while attending to the patient calls
</li><li>Maintaining departmental KPI&rsquo;s.
</li><li>Liaising with the supervisor and the HOD to improve KPI&rsquo;s and overall patient experience.
</li><li>Responsible for attending to all the incoming patient calls promptly, without delay.
</li><li>Ensures call backs are completed in a timely manner.
</li><li>Maintains clarity in communication and pleasant tone of voice at all times.
</li><li>Well versed with the contact center processes of call hold, call transfer, message receipt, call back as per specified guidelines.
</li><li>Assists the patient in the best way possible and creating a good impression
</li><li>Maintaining a good average handling time while ensuring that the caller is satisfied and has been attended too.
</li><li>Responsible for booking appointments as well as clarifying enquiries related to the hospital services.
</li><li>Responsible for collecting and maintaining feedback regarding services and communicating effectively with the concerned department, regarding any complaints received from patients.
</li><li>Responsible for handing difficult patients with calmness in a professional manner and escalate to the concerned department when needed.
</li><li>Multitask and manage the call volumes as per the call process flow.
</li><li>Promote the services of the hospital to patients.
</li><li>Follow the duty schedule as assigned by the team leader/supervisor which includes different shift timings as per the need of the department
</li><li>Strictly adheres to NMC&rsquo;s regulations and policies especially those related to infection control, patient safety &amp; JCI.
</li><li>Supports Continuous Quality Improvement and participates and contributes to all the quality assurance activities of the service.
</li><li>Participates and contributes to scheduled in-house training programs.
</li><li>Exercises effective interpersonal skills in dealings with department staff, colleagues and Management.
</li><li>Maintains patient &amp; staff confidentiality.
</li><li>Demonstrates the ability to listen to others in promoting effective communication.
</li><li>Appointment management including no shows, confirmation, cancellation &amp; rescheduling.
</li><li>Doctors calendar creation and updating &amp; maintaining doctors notes.
</li></ul>Maintaining the duty change as per the unit protocol</div>
 <div>Minimum 1 year experience as a call center agent in a patient focused environment and operation of multi-line switchboard system.</div>

Call Center Executive - UAEN

Real Radiology LLC

<div>At Real Radiology we are on a mission to improve patient outcomes by ensuring our clients and radiologists have the tools, resources, and support they need to succeed. We are a physician-owned teleradiology company that is committed to seamless operations, innovative technology, and exceptional services.
Be part of a team that&rsquo;s transforming healthcare through meaningful impact. Here, collaboration, passion, and adaptability drive everything we do!
Summary
The Operations Call Center Representative is a vital part of the Operations team, serving as a point of contact between Radiologists, physicians, nursing staff, technologists, and both internal and external customers. This role supports the efficient flow of communication, contributing directly to the quality and timeliness of patient care. The ideal candidate will demonstrate excellent customer service skills, strong attention to detail, and the ability to manage high call volumes in a professional and efficient manner.
Job Functions<ul><li>
Professionally manage inbound and outbound calls</li><li>
Serve as a liaison by addressing inquiries regarding the status of studies images, and reports</li><li>
Accurately route calls and escalate issues</li><li>
Ensure timely and accurate documentation of call interactions, including results reporting</li><li>
Manage incoming faxes</li><li>
 Provided site call in status updates on exams</li><li>
 Ensure compliance with American College of Radiology (ACR) and Joint Commission Standard (JC)</li><li>
Provide accurate documentation needed to Lead for entry of IT tickets</li><li>
Participate in project-based assignments</li><li>
Maintain confidentiality and comply with Health Insurance Portability and Accountability Act (HIPAA)</li><li>
Contribute to a collaborative team environment</li></ul>
Preferred Talents<ul><li>
Customer service and interpersonal skills with a professional and courteous demeanor</li><li>
Strong attention to detail</li><li>
Ability to follow standardized procedures and protocols</li><li>
Collaborative team mindset</li><li>
Exceptional verbal and written communication</li><li>
Proficient in Microsoft Office Suite and ability to learn specialized systems</li><li>
Demonstrates initiative and ability to work independently</li><li>
Ability to multi-task, prioritize, and manage time effectively</li><li>
Adaptability, flexibility, and comfortable working in a high call volume environment</li></ul>
Qualifications Preferred<ul><li>
High School Diploma</li><li>
Minimum of 1 year of customer service experience, preferably in a call center or healthcare-related setting</li><li>
1&ndash;2 years of telephone-based support experience</li><li>
Familiarity with medical terminology or previous experience in a healthcare environment</li></ul></div><div></div>

Operations Call Center Representative

Disruptive IT LLC

Overview Core Platform Expertise<ul><li>Oracle Siebel CRM (Contact Center / Call Center modules)Strong hands-on experience configuring and supporting Siebel for high-volume customer service environments.</li><li>Siebel Tools</li><li>Business Components, Business Objects</li><li>Applets, Views, Screens</li><li>Workflows and Runtime Events</li><li>Task UI and service workflows</li><li>Scripting (eScript / Siebel VB)</li><li>Data Model and Configuration</li><li>Extension tables</li><li>Joins and links</li><li>Picklists, LOV management</li><li>Data validation and business rules</li></ul>Contact Center Capabilities<ul><li>Experience implementing and supporting agent workflows including:</li><li>Case / Service Request management</li><li>Customer interaction history</li><li>Knowledge management integration</li><li>Complaint and escalation workflows</li><li>Agent desktop configuration</li><li>Omnichannel interaction management</li><li>Understanding of how Siebel supports:</li><li>inbound call workflows</li><li>agent screen-pops</li><li>guided resolution processes</li><li>customer 360 views</li></ul>CTI and Telephony IntegrationExperience integrating Siebel with telephony platforms using Computer Telephony Integration (CTI).Typical environments include:<ul><li>Siebel CTI Toolbar</li><li>Open UI integrations</li><li>Telephony platforms such as:</li><li>Cisco UCCE / UCCX</li><li>Avaya</li><li>Genesys</li><li>NICE</li></ul>Capabilities include:<ul><li>screen-pop configuration</li><li>call event handling</li><li>agent state management</li><li>interaction logging</li></ul>Integration and MiddlewareExperience integrating Siebel with enterprise systems.Technologies may include:<ul><li>Siebel EAI</li><li>Web Services (SOAP / REST)</li><li>Integration Objects</li><li>XML messaging</li><li>JMS / middleware platforms</li><li>Oracle SOA Suite</li><li>API integrations with billing, identity, and customer systems</li></ul>Performance and ScalabilityExperience supporting large contact center deployments.Skills include:<ul><li>Siebel performance tuning</li><li>SQL and database optimization (Oracle DB)</li><li>Batch processing and EIM</li><li>Workflow performance tuning</li><li>Load troubleshooting for high agent concurrency</li></ul>Deployment and ArchitectureExperience in enterprise Siebel environments including:<ul><li>Siebel Server architecture</li><li>Gateway / Application Interface</li><li>Open UI deployments</li><li>Multi-environment release management</li><li>Dev / Test / Prod lifecycle</li></ul>Experience working with:<ul><li>Linux / Unix server environments</li><li>Web servers (Apache / Tomcat)</li><li>CI/CD or release automation</li></ul>Contact Center Operations UnderstandingMid-to-senior candidates should also understand operational realities:<ul><li>agent productivity workflows</li><li>call center KPIs</li><li>escalation processes</li><li>regulatory environments (healthcare, financial services, government)</li></ul>Preferred ExperienceSiebel Open UI customizationJavaScript developmentSiebel upgrade or modernization projectsMigration to cloud or hybrid architecturesExperience with large government or enterprise customer service platformsPay: $50.00 - $115.00 per hourWork Location: Remote

Oracle Siebel Contact Center – Mid to Senior Level

Wave 2.0

Job Description: We are looking for an experienced Call Center Trainer to join our team for ACA (Affordable Care Act) and Medicare campaigns. The ideal candidate should have at least 1 year of relevant experience and strong knowledge of US healthcare campaigns. You will be responsible for training new hires, improving agent performance, and ensuring quality standards are met.Responsibilities:<ul><li>Conduct training sessions for new and existing agents on ACA &amp; Medicare campaigns</li><li>Develop training materials, scripts, and call handling techniques</li><li>Monitor agent performance and provide coaching/feedback</li><li>Ensure compliance with campaign requirements and policies</li><li>Conduct mock calls, role-plays, and assessments</li><li>Identify training needs and improve team productivity</li><li>Coordinate with QA and Operations teams for performance improvement</li></ul>Requirements:<ul><li>Minimum 1 year of experience as a trainer in a call center (ACA/Medicare preferred)</li><li>Strong communication and presentation skills</li><li>Good understanding of US healthcare campaigns</li><li>Ability to handle a team and improve performance</li></ul>Contact: WhatsApp: +92 334 4305255Job Type: Full-timePay: Rs50,000.00 - Rs100,000.00 per monthAbility to commute/relocate:<ul><li>Rawalpindi: Reliably commute or planning to relocate before starting work (Preferred)</li></ul>Experience:<ul><li>Trainer: 1 year (Required)</li></ul>Work Location: In person

Trainer (Call center)

MarketSource Inc.

<div>
 
 
 Quality Assurance Coordinator - Healthcare
 
 
 
 
 
 
 MarketSource is a sales acceleration company focused on delivering better outcomes for many of the world&rsquo;s most iconic brands. We design, operationalize, and execute managed sales and customer experience solutions for companies in B2B and B2C environments.
 
 
 
 
 
 Our solutions are purpose-built and tech-enabled to deliver measurable improvements in business outcomes. We live by a set of people-focused values that guide our relationships with each other and with our clients. By putting people first, working together to make others successful, and establishing a rich and empowered work culture, we create opportunities for our people and the businesses we serve to be successful.
 
 
 
 
 
 
 Summary
 
 
 
 
 
 
 As a Quality Assurance Coordinator servicing health insurance industry clients, you will ensure best-in-class quality assurance in a highly regulated environment. Working closely with the Quality Assurance Supervisor, this role is responsible for ensuring that agent-member interactions, program documentation and processes, meet client requirements and compliance standards with respect to applicable regulations (e.g. HIPAA, CMS). By evaluating performance against program requirements and compliance standards, this position plays a critical role in identifying initiatives related to automation, coaching, auditing, data reporting and training.
 
 
 
 
 
 More specifically, you will monitor agent/customer interactions, conduct audits, and participate in continuous improvement initiatives to meet or exceed client contractual quality commitments and enhance customer satisfaction. In this role, you will collaborate with team members across the organization to uphold high performance standards and implement innovative quality solutions.
 
 
 
 
 
 
 Essential Job Functions
 
 :
 
 
 
 
 
 &bull; Call Monitoring &amp; Evaluation: Monitor and evaluate inbound and outbound calls to assess compliance, service quality, accuracy, and adherence to scripts and policies. Use standard scorecards to rate communication skills, compliance, and resolution effectiveness for each interaction.
 
 
 &bull; Compliance Audits: Conduct regular QA audits of customer service interactions, documents, and processes to ensure adherence to health insurance regulations and client requirements (e.g. verify HIPAA privacy compliance, Medicare/CMS guidelines).
 
 
 &bull; Feedback &amp; Coaching: Identify constructive feedback and coaching opportunities for call center agents focused on improving customer service skills and compliance. Partner with relevant internal stakeholders to develop refresher training or new learning modules for recurring issues.
 
 
 &bull; Quality Reporting &amp; Analysis: Analyze QA data and metrics (quality scores, error trends, customer feedback) to identify trends, root causes, and areas for improvement. Prepare and present detailed quality reports for Supervisors, highlighting performance against KPIs and recommending actions. Ensure all reporting is timely, accurate, and aligned with client SLAs.
 
 
 &bull; Customer Service &amp; Continuous Improvement: Champion a customer-centric approach in quality programs, ensuring that QA standards align with exceptional customer service and positive member experiences. Promote a culture of continuous improvement and innovation, introducing initiatives (e.g. process automation, updated QA scorecards, new monitoring techniques) that elevate quality and efficiency.
 
 
 &bull; Contractual &amp; SLA Adherence: Maintain QA schedules (e.g. call sampling rates) and partner with applicable stakeholders to ensure quality targets are met or exceeded.
 
 
 &bull; Regulatory Compliance Assurance: Stay up-to-date on all relevant health insurance industry regulations and client compliance standards. Ensure quality processes and agent evaluations incorporate checks for regulatory requirements (e.g. proper call disclosures, data privacy and security protocols, documentation accuracy). Conduct focused compliance monitoring (such as verifying HIPAA procedures on calls) and support any external audits or quality assessments by providing necessary documentation and reports.
 
 
 
 
 
 
 Required Knowledge, Skills, and Abilities:
 
 
 
 
 
 
 &bull; Analytical &amp; Reporting Skills: Strong analytical abilities with experience in data analysis and QA metrics interpretation. Proficiency in creating and sharing quality reports, presentations, and dashboards for stakeholders. Able to identify trends and root causes from data and drive actionable insights for process improvements.
 
 
 &bull; Communication &amp; Coaching: Excellent verbal and written communication skills. Ability to deliver clear, constructive feedback and training to frontline employees to improve performance. Strong interpersonal skills with a collaborative approach to work effectively with agents, trainers, managers, and clients.
 
 
 &bull; Knowledge of Compliance Standards: In-depth knowledge of health insurance regulations and compliance requirements, including HIPAA privacy/security rules and Medicare/Medicaid guidelines for call centers. Demonstrated commitment to maintaining confidentiality and data security in handling Protected Health Information.
 
 
 &bull; Organizational Skills: Detail-oriented and highly organized, with the ability to manage QA review schedules, multitask across different client programs, and meet strict deadlines for reports and audits. Capable of maintaining documentation and records with a strong attention to detail for auditing purposes.
 
 
 &bull; Problem-Solving &amp; Improvement Mindset: A proactive mindset focused on continuous improvement and innovation in quality processes. Ability to troubleshoot quality issues, facilitate root cause analysis, and implement process or policy enhancements that improve service outcomes. Adaptable to change and able to update QA criteria as business needs and industry standards evolve.
 
 
 &bull; Technical Proficiency: Proficient with standard office software (e.g. MS Excel, Word, PowerPoint) and experienced in using call center QA monitoring tools. Hands-on experience with quality management systems or call recording software is preferred. Comfortable working with Customer Relationship Management (CRM) systems and contact center telephony platforms; able to quickly learn new software and analytics tools related to quality monitoring.
 
 
 
 
 
 
 Job Requirements:
 
 
 
 
 
 
 &bull; High school diploma or GED required.
 
 
 &bull; Experience: 2+ years of experience in call center quality assurance, with prior QA experience in the health insurance or healthcare industry strongly preferred. Familiarity with health insurance products, terminology, and member services processes is essential. Experience in a BPO/outsourcing environment or high-volume contact center is highly valued.
 
 
 &bull; Compliance Training: HIPAA compliance certification or formal training in privacy and security of healthcare information is strongly preferred. Any additional certifications in healthcare compliance or call center compliance (e.g., CMS training) would be beneficial.
 
 
 &bull; QA/Customer Service Certifications: Certifications in call center quality or customer service (for example, COPC or other contact center excellence certifications) are an advantage, as they demonstrate knowledge of industry best practices in quality assurance and customer experience.
 
 
 &bull; Quality Monitoring Software: Proficiency with call recording and quality management systems for evaluating interactions and tracking QA data. Experience leveraging these tools to create scorecards, record evaluations, and generate QA reports.
 
 
 &bull; Contact Center Technologies: Working knowledge of call center telephony systems, CRM software, and workforce management tools. Ability to navigate systems commonly used in health insurance BPO operations to verify information during QA reviews.
 
 
 &bull; E-Learning/Training Tools: Experience with e-learning platforms or Learning Management Systems (LMS) is a plus, to coordinate agent training and track the effectiveness of coaching interventions related to quality improvement.
 
</div>

Quality Assurance Coordinator - Healthcare

Spectrum Solution W.L L

Job description:We are seeking a Call Center Agent fluent in URDU/HINDI and ENGLISH to join our customer service team.Requirements:<ul><li>Fluent in ENGLISH and URDU/HINDI</li><li>Minimum 2 years of experience in customer service or call center</li><li>Must hold a valid QID</li><li>Ready to join immediately</li><li>Age below 35 years</li><li>Freelance or family visa required</li></ul>Salary &amp; Benefits:<ul><li>4500 FIXED salary + attractive commission</li></ul>Job Type: Full-timeInterested candidates, please apply immediatelySend your CVS on 77708191 with subject Call Center Agent (Hindi/Urdu &amp;English) .Work Location: In person

Call Center Agent (Urdu/Hindi & English)

Campus USA Credit Union

<div>Hours for this position:
Monday - Friday: 9:45 AM - 6:15 PM
Saturday: 8:45 AM - 2:15 PM (1-2 per month)
Salary is based on experience; All experience must be clearly demonstrated on the application and must be verifiable<ul><li>
Call Center Agent 1 - Starting at $43,000</li><li>
Call Center Agent 2 - Starting at $49,600 *LENDING EXPERIENCE PREFERRED</li></ul>
Role
Assist members and potential members with phone requests by explaining products and services while also resolving inquiries and issues. A knowledgeable and effective communicator is essential to promote products and services that enhance the member's financial relationship with CAMPUS.
Essential Functions &amp; Responsibilities<ul><li>
Exemplifies the core values of CAMPUS while supporting our strategic priorities for members, employees, and community. Maintains the highest standard of professionalism, integrity, and confidentiality</li><li>
Assist members and potential members with their telephone requests. Answer questions about products and services, resolve problems within their authority, and refer issues beyond their authority to their supervisor along with their recommendations</li><li>
Handles the processing of loan applications for members, reviewing each request to ensure alignment with their financial needs. Identifies other lending products that could enhance their borrowing experience and provide greater financial flexibility</li><li>
Strive to meet established call volume, production, call review scores, and adherence goals</li><li>
Identify cross-sell opportunities and promote products and services to members</li><li>
Assure that appropriate records are maintained and required reports are prepared</li><li>
Performs other duties as assigned</li><li>
Adheres to and follows all governmental regulations and policies</li></ul>
Education<ul><li>
High School Diploma or GED</li></ul>
Experience
Call Center Agent 1<ul><li>
0 - 1 year of similar or related experience</li></ul>
Call Center Agent 2<ul><li>
1-3 years of prior call center experience and/or banking or credit union experience required. Lending experience preferred.
</li></ul>Other Skills
<ul><li>Attention to Detail</li><li>
Collaboration and Teamwork</li><li>
Communication</li><li>
Confidentiality and Discretion</li><li>
Conflict Resolution</li><li>
Cross-Selling</li><li>
Excellent Member Service</li><li>
Microsoft Office Products</li><li>
Problem Solving</li><li>
Product Knowledge</li><li>
Time Management and Organization</li></ul>
Full-Time Employee Benefits Package
Full-time employees are eligible for traditional benefits such as Health Insurance (medical, vision, dental), Life Insurance, Paid Time Off, Paid Holidays, Defined Benefit Pension plan, 401(k) with up to a 5% company match, and Short &amp; Long Term Disability Insurance. CAMPUS USA also offers other benefits such as Tuition Reimbursement, Paid Parental Leave, and Employee Wellness Reimbursement. CAMPUS USA Credit Union strongly encourages health, well-being, and work-rest balance. We do everything we can to promote healthy, happy employees!
EOE/AA including Veterans and Disabled</div>

Call Center Agent - Ocala

Search 10000+ Healthcare call center agent jobs near you this May. New roles added regularly across leading industries. Apply today.