1. Work Mode (WFH/WFO/Hybrid): Office-based. Note: An employee may request the option to work from home once they are fully trained and have received approval from the client (not all clients approve work from home, though) regarding the quality of their work. However, it is ultimately the company and client's decision whether to allow an employee to work from home. 4. Work Timings: US day shift i.e., Indian night shift, and shift time depends on the client’s time zone in the US.

2. Educational Qualifications Required: Any graduate.

3. Roles and Responsibilities a. Handle a large volume of inbound/outbound calls, voicemails/chats from patients, healthcare providers, and other stakeholders, providing courteous and efficient service.

b. Initiate outbound calls to patients for appointment reminders, follow-up consultations, and other healthcare-related purposes.

c. Conducting outbound calls to coordinate care, gather information, or provide support as necessary.

d. Assisting with administrative duties related to the process.

e. Verifying patient demographics, insurance information, and medical history accurately to ensure data integrity.

f. Identifying customers’ needs, clarifying information, researching every issue, and providing solutions.

g. Assess patient needs and concerns, escalating complex issues to appropriate healthcare professionals for resolution.

h. Follow up with patients to ensure satisfaction with services provided and address any additional concerns or questions.

i. Document all interactions and transactions accurately in the electronic health record (EHR) system.

j. Adhere to HIPAA regulations and always maintain patient confidentiality.

k. Collaborate with other members of the healthcare team to facilitate coordination of care and enhance the patient’s experience.

l. Participate in ongoing training and career development activities to stay updated on industry trends and best practices.

m. Adhere to customer service scripts and protocols provided by the client.

n.



Strive to achieve first call resolution and maintain the quality of service provided.

o. Remaining calm and professional while dealing with angry customers and providing them with the best solutions to resolve their issues.

p. Build sustainable relationships and engage customers/callers by going the extra mile.

q. Respond to messages/tasks sent by the doctor/staff.

r. Meet personal/team qualitative and quantitative targets

4. Reporting Hierarchy (reporting to designation): Contact Center Manager.
5. Infrastructure requirements for working from home: a. A silent area to work with an ergonomic chair and table.

b. A dedicated computer exclusively for work (preferably a laptop, as it will have its own battery backup). Please be aware that we will be installing ESET software, which will NOT allow you to install any software of your choice, including connecting it to your printer.

c. Spike buster for with about 4 or more ports (to connect the system, additional monitor, and router to the UPS).

d. Router to be placed close to the system, and we recommend hardwired connectivity (minimum 150 Mbps speed).

e. Candidates should have two internet connections, one primary and one secondary.

f. The connection of the internet to be dedicated to work purpose only and not to be connected via the shared connections (i.e. PG internet connection or shared between multiple users).

g. Online UPS with at least 6 hours of power backup, powering the computer as well as the internet router, ensuring there is no downtime during power failures.

h. The operating system to be Windows 11 Professional (with patches updated).

i.



Minimum system hardware – i3 processor, 8GB RAM and 250GB HDD.

j. Webmail (Outlook required).

k. Licensed antivirus.

l. A high-quality branded USB headset (Brand e.g., Logitech, Jabra, Plantronics, Sennheiser) is required. Please note that headsets with a 3.5 mm jack are NOT compatible with our software.

m. Good quality professional headphones.

n. Copy of the Broadband Internet Bill (primary and secondary) to be produced when opting for home- based.

o. Second broadband internet connection from any ISP in case of primary internet failure.

6. Career Path: Contact Center Support Agent Senior Contact Center Support Agent Contact Center Support Executive Quality Auditor, Contact Center Quality Coach, Contact Center Contact Center Manager

7. Additional Perks a. Performance and attendance-based incentives up to Rs. 12000 based on the process and complexity of the process.

b. Medical insurance of 4 lakhs per annum. Coverage is for self, spouse, and 2 children under 25 years of age (This component cannot be reimbursed).

c. Group Personal Accident Policy coverage for the employee with payment of 5 years’ CTC in case of death of the employee in an accident (This component cannot be reimbursed).

d. Office-based employees shall be eligible for complimentary canteen facilities (This component cannot be reimbursed).

e. Cab facility:-

All office-based employees working night shifts will be eligible for company-provided transportation.

Rs. 2000 shall be reimbursed to male employees who opt for their own transportation when working from the office.

Female employees with their own car or female employees whose spouse is also working with us and have their own vehicle only can opt for own transportation and will be eligible for Rs. 2000 as transport reimbursement.

8. How to Apply: Please visit https://www.scribeemr.in/ careers page of our website to submit your resume. NOTES: If you still have any doubts, please write to [email protected]

📌 Contact Center Support Agent, Voice (Bengaluru)
🏢 Scribe Emr
📍 Bengaluru