BPO Specialist

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 chat—resolve 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

Preferred

Qualifications & Experience

Benefits & Culture Highlights

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.

Skills : bpo,crm systems,healthcare

Skills Required

Ms Excel, ticketing systems , patient scheduling , zendesk, Crm Systems