Patient Support Associate | Healthcare RCM (SPE)

Role: Patient Support Associate Healthcare Revenue Cycle Management

Process: Patient Support(Non Voice)

Function: Patient Support / Billing & Insurance / Financial Assistance / Laboratory Support

Systems: Salesforce / Live Chat

Location: Hyderabad

Shift Timing: US Shift (Night shift)

Work Mode: WFO/5 days

Job Summary

We are looking for candidates for Healthcare Revenue Cycle Management (RCM) and Patient/Customer Support. The role involves handling patient and sender enquiries through Salesforce tickets and Live Chat, understanding the request, reviewing available information, and providing accurate resolutions in accordance with defined SOPs, process guidelines, quality standards, and privacy requirements.

Key Responsibilities

- Handle patient and sender enquiries received through Salesforce tickets and Live Chat.
- Review, document, update, and resolve Salesforce cases/tickets according to the defined process and SOP.
- Handle billing-related enquiries, including questions or concerns raised by patients regarding their bills/accounts.
- Support Financial Assistance enquiries by reviewing the request and following the applicable process.
- Perform or support eligibility-related checks based on the defined workflow and available information.




- Assist patients/senders with enquiries regarding laboratory test-result status and route/escalate cases appropriately when additional review is required.
- Support general patient enquiries related to the healthcare revenue cycle and available patient services.
- Provide transparent, accurate, professional, and empathetic communication during Live Chat interactions.
- Maintain complete and accurate case notes and documentation in Salesforce.
- Follow defined SLA/TAT requirements and ensure timely follow-up on pending cases.
- Identify enquiries requiring additional assistance and escalate them to the appropriate team as per SOP.
- Follow applicable patient privacy, data protection, quality, and compliance requirements.
- Coordinate with relevant internal teams when additional information is required for resolution.
- Meet established expectations for quality, productivity, accuracy, compliance, and customer experience.

Skills Required

- Strong communication, written and verbal English communication
- Good analytical and problem-solving skills
- Ability to handle sensitive patient information appropriately
- Customer empathy and professional communication
- Ability to work in a quality and productivity-driven environment

Interested candidates can share your CV to- [email protected]

[email protected]

📌 Patient Support Associate | Healthcare RCM (SPE) (Hyderabad)
🏢 Cognizant
📍 Hyderabad