JOB DESCRIPTION

Customer Service Executive / Process Associate US Healthcare Appointment Scheduling

Industry: Healthcare BPO

Job Type: Full-Time

Experience: 3–6 Years Preferred

Process: International Inbound Voice Process

Shift: US Night Shifts

Qualification: Any Graduate

Job Summary

We are looking for customer-focused professionals to join our US Healthcare Customer Support team. The role involves handling inbound calls from US patients and healthcare providers, assisting with hospital and doctor appointments, managing scheduling requests, and providing information related to healthcare services.

The ideal candidate should have excellent English communication skills, a patient-focused approach, strong coordination abilities, and the ability to maintain accurate records while delivering high-quality customer service.

Key Responsibilities

1. Hospital & Doctor Appointment Scheduling

- Handle inbound calls related to hospital visits, doctor consultations, and specialist appointments.

- Schedule, confirm, reschedule, and cancel appointments based on doctor availability.

- Check appointment slots, clinic timings, hospital locations, and provider schedules.

- Provide patients with accurate appointment details and authorized preparation instructions.

- Coordinate with hospitals, clinics, and doctor offices to resolve scheduling issues.

2. Patient Customer Support

- Assist patients with healthcare services, hospital facilities, provider information, and appointment-related inquiries.

- Understand patient concerns and provide appropriate information in a polite and professional manner.

- Handle appointment changes, delays, cancellations, and follow-up requests.

- Escalate complex issues to the relevant department whenever required.

3. Patient Verification & Documentation





- Verify patient details according to established procedures.

- Update appointment information and patient records accurately in CRM or scheduling systems.

- Maintain proper documentation of calls, bookings, cancellations, and customer interactions.

- Protect confidential patient information and follow applicable HIPAA and data privacy guidelines.

4. Customer Service & Quality

- Deliver professional, empathetic, and patient-focused customer service.

- Follow call scripts, standard operating procedures (SOPs), and quality guidelines.

- Maintain accuracy while handling high-volume inbound calls.

- Participate in training, quality feedback, and performance improvement sessions.

Required Skills & Qualifications

- Any graduate degree.

- 3–6 years of relevant experience preferred in US Healthcare, patient support, medical scheduling, or international voice processes.

- Excellent spoken English, listening, and communication skills.

- Knowledge of hospital appointment booking and patient coordination is an advantage.

- Basic computer knowledge, typing skills, and familiarity with CRM or scheduling tools.

- Strong problem-solving skills, patience, attention to detail, and customer-handling abilities.

Work Requirements

- Willingness to work in US night shifts and rotational weekly offs.

- Ability to work in a fast-paced, high-volume inbound call center environment.

- Robust attendance, punctuality, and schedule adherence.

- Ability to meet assigned productivity and quality targets.

Key Performance Indicators (KPIs)

- Call Quality

- Customer Satisfaction (CSAT)

- Average Handling Time (AHT)

- First Call Resolution (FCR)

- Appointment Booking Accuracy

- Scheduling Productivity

- Documentation Accuracy

- Attendance & Schedule Adherence

- Compliance & Data Privacy

📌 Process Associate (Hyderabad)
🏢 Hutah Technologies
📍 Hyderabad