? WE’RE HIRING | Customer Care Representatives – Healthcare Process

? Location: Mumbai

? Work Mode: Work from Office (Mumbai- Andheri East)

? Experience: 2+ Years

? Shift: Night Shift

? Timings: 8:30 PM – 5:00 AM IST

Post U.S. Daylight Saving Time: 9:30 PM – 6:00 AM IST

Sheva Empresa is hiring experienced Customer Care Representatives for a healthcare process.

If you have strong international voice experience, excellent English communication skills and enjoy helping customers with patience and empathy, we would like to hear from you.

What You’ll Do:

As a Customer Care Representative, you will interact directly with patients and assist them throughout their healthcare journey.

Your responsibilities will include

- Communicating with patients through voice calls, text and email
- Assisting patients with appointment scheduling, referrals and follow-ups
- Explaining next steps clearly and helping patients overcome potential barriers to receiving care
- Coordinating with doctors, healthcare providers and specialty practices regarding appointments and referrals
- Following up on pending referrals and appointments to ensure timely completion
- Managing assigned patient and referral queues within defined service timelines
- Accurately documenting every interaction in relevant CRM, EMR/EHR and healthcare systems
- Maintaining confidentiality and following applicable data-privacy requirements
- Maintaining high standards of customer service, call quality, accuracy and professionalism
- Taking ownership of patient concerns and providing appropriate resolution or escalation when required

What We’re Looking For:

✅ Minimum 2 years of professional experience,



preferably in Customer Service, International Voice, Healthcare, Patient Services or a related process

✅ Excellent spoken and written English

✅ Transparent and skilled communication with a neutral/international accent

✅ Ability to comfortably understand and communicate with North American customers

✅ Strong listening skills and the ability to understand different accents and speaking styles

✅ Confident and professional telephone etiquette

✅ Strong customer-service orientation with the ability to communicate patiently and empathetically

✅ Ability to handle sensitive conversations calmly and professionally

✅ Strong attention to detail and accurate documentation skills

✅ Comfortable using multiple applications and learning new systems

✅ Willingness to work from our Mumbai office during the required night shift

Preferred Experience:

- International Voice / Customer Service process experience
- Healthcare or patient-support experience
- Appointment scheduling or referral coordination
- Experience using CRM, EMR/EHR or telephony platforms
- Exposure to HIPAA, PHI or healthcare data-privacy requirements
- Previous experience communicating with international customers

Communication Skills Are Critical for This Role





This is a voice-intensive customer care position involving regular conversations with patients and healthcare providers.

Candidates should be able to:

?️ Speak English clearly, fluently and confidently

? Understand North American accents comfortably

? Conduct natural and professional conversations rather than relying solely on scripted responses

? Demonstrate empathy and patience when interacting with patients

? Listen actively, understand the customer's concern and communicate the appropriate next steps clearly

Ideal Candidate

Someone who is

✓ Empathetic and patient-focused

✓ An excellent listener and communicator

✓ Comfortable handling voice interactions throughout the shift

✓ Detail-oriented and process-driven

✓ Confident taking ownership of follow-ups

✓ Comfortable working in a fast-paced environment

✓ Focused on both customer experience and quality

About Sheva Empresa

Sheva Empresa LLP provides dedicated business process and knowledge process solutions to international organizations. We build specialized teams that operate as an extension of our clients, with a strong focus on service quality, operational excellence and long-term partnerships.

? Interested? Apply through LinkedIn or share your CV with the Sheva Empresa recruitment team.

Know someone who would be a great fit? Tag them or share this opportunity with them.

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📌 Care Specialist (Mumbai)
🏢 Sheva Technology Services
📍 Mumbai