Job Title : Customer Service Executive (International Voice Process)
Location : Jhandewalan, New Delhi – 110055
Shift : US Business Hours
Job Type : Full-Time
Department : Customer Service / Operations
About Us:
Yogesher is a healthcare revenue cycle management and medical billing company offering global capabilities specialised solutions. By using industry-leading technology combined with high-touch relationship building, we allow healthcare practitioners facilities to focus on patient care, maintain financial independence, and cultivate financial success. An end-to-end value- added services partner for extended.
Position Overview:
We are hiring for multiple roles within our International Voice Process team across four specialized functions: Patient Collections, Appointment Scheduling, Cold calling, and Inside Sales. In this role, you will interact with US-based clients and patients via phone to provide exceptional service and contribute to the operational success of healthcare practices. You will be part of a dynamic, fast-paced environment where your performance and dedication to customer service will directly impact the success of both our clients and the patients they serve.
Key Responsibilities:
Patient Collections:
- Manage inbound and outbound calls to patients regarding overdue medical bills,payment arrangements, and account inquiries.
- Provide detailed billing information to patients, explaining charges, payment plans,and insurance coverage.
- Assist patients in resolving outstanding balances, offering payment solutions, and facilitating payment collections.
- Communicate empathetically with patients, addressing concerns and working toward timely resolution of issues.
- Maintain confidentiality and ensure compliance with HIPAA and other healthcare regulations.
- Achieve daily/weekly/monthly targets for payment collection while ensuring high patient satisfaction.
Appointment Scheduling Team
- Handle incoming calls to schedule, reschedule, and cancel appointments for patients with healthcare providers.
- Confirm patient details, verify insurance information, and accurately enter data into appointment scheduling systems.
- Provide clear information about appointment availability, policies, and related healthcare services.
- Follow up with patients to confirm appointments and ensure a smooth, timely scheduling process.
- Address patient questions or concerns related to appointments, service coverage, and medical providers.
- Collaborate with medical teams to optimize scheduling efficiency and reduce appointment no-shows.
Inside Sales Team:
- Engage with prospective patients and clients through inbound and outbound calls to introduce healthcare services, schedule consultations, and generate leads.
- Promote specialized services, answer inquiries, and build lasting relationships with new and existing clients.
- Utilize a consultative approach to sales by identifying clinics’ needs and matching them with the appropriate healthcare services.
- Follow up on leads, book appointments, and facilitate the enrollment of patients or healthcare clients into relevant programs.
- Maintain accurate records of client interactions and sales activities in CRM systems to ensure timely follow-ups and consistent client engagement.
- Collaborate with marketing and healthcare teams to drive sales growth and improve customer retention.
Requirements:
- Minimum of 1-2 years of experience in a voice-based customer service or sales role, ideally within the healthcare sector.
- Exceptional verbal communication skills in English, with the ability to engage confidently with US-based clients and patients.
- A solid understanding of US healthcare systems such as medical billing, insurance verification, and patient care services (preferred, but not mandatory).
- Ability to work in US business hours, including night shifts.
- Strong problem-solving abilities with a focus on customer satisfaction and conflict resolution.
- Knowledge of HIPAA regulations and a commitment to maintaining patient confidentiality.
- Excellent multitasking and organizational skills, with the ability to handle multiple responsibilities while maintaining high-quality service.
- Previous experience in collections, scheduling, or sales in a healthcare environment is a significant advantage.
Key Competencies:
- Customer-centric approach: Ability to empathize with patients and clients while offering the best solutions.
- Attention to detail: Accuracy and attention to detail in data entry and patient interactions.
- Team collaboration: Ability to work effectively as part of a diverse, cross-functional team.
- Results-driven: Motivated by meeting performance targets and contributing to team success.
- Tech-savvy: Comfortable using customer relationship management (CRM) systems, scheduling software, and healthcare management tools.
Why Join Us?
- Growth opportunities: Potential for career advancement and skill development in the healthcare sector.
- Dynamic work environment: Work in a collaborative and fast-paced environment with a focus on innovation and improvement.
- Healthcare benefits: Access to comprehensive health plans, wellness programs, and other employee benefits.
- Training and development: Continuous training to enhance your skills and career progression within the company.