Job Summary

Progressive Technology is expanding its patient-facing support team and is hiring empathetic, detail-oriented Remote Healthcare Call Center Associates to handle inbound and outbound patient calls during US business hours/night shifts (IST). You do not need prior technical expertise—we will train you on the tools, scripts, and healthcare compliance basics (including HIPAA/PHI handling). If you are a great listener, can communicate with clarity and warmth, and are comfortable working in a metrics-driven environment, this role is for you.

Key Responsibilities

• Patient Support: Answer inbound calls and place outbound follow-ups to assist patients with appointments, basic billing queries, prescription refills/status checks, referrals, and general information.

• Scheduling & Coordination: Book, reschedule, or cancel appointments using client-approved workflows and scheduling systems (training provided).

• Data Capture: Document every interaction accurately and promptly in the CRM/call logging system while maintaining confidentiality of protected health information (PHI).

• Issue Resolution: Triage patient concerns, escalate complex medical/insurance queries to the appropriate team, and ensure timely resolution.

• Compliance & Quality: Adhere to HIPAA/privacy guidelines, call quality standards, and process SOPs.

• KPIs & SLAs: Meet or exceed targets on AHT (Average Handle Time), First Call Resolution, Quality Audit Scores, Schedule Adherence, and Customer Satisfaction (CSAT).

• Continuous Improvement: Provide feedback on recurring patient issues, script improvements, and workflow optimizations.

• Team Collaboration: Participate in calibration sessions, coaching, and refresher trainings to stay aligned with quality expectations.

Required Skills and Qualifications

• Excellent English communication skills—both verbal and written—with a clear, patient-friendly tone.

• High empathy, patience, and active listening abilities to support vulnerable or anxious patients.

• Ability to follow structured scripts and workflows with strong attention to detail.

• Typing speed of at least 30 WPM with high accuracy (or willingness to improve quickly).

• Comfortable working night shifts aligned to US time zones (EST/PST/CST/MST).

• Basic computer literacy (email, chat tools, web browsers, MS Office or Google Workspace).

• Reliable high-speed internet connection and a quiet, professional home workspace.

• Willingness to undergo HIPAA/PHI, data privacy, and security training.

Experience

• 0–2 years of experience in customer support/call center/healthcare process preferred, but motivated freshers are welcome.

• Prior exposure to US healthcare, medical billing, EHR/EMR systems, or insurance processes is a plus—but not mandatory.

• Experience working with KPIs/SLAs and quality assurance frameworks is advantageous.

Working Hours

• Primary coverage during US shifts (e.g., 5:00 PM–2:00 AM IST or 7:00 PM–4:00 AM IST; exact window may vary by client/time zone).

• Five-day work week with rotational weekends or fixed offs based on client project.

• Overtime/holiday/shift differential pay may apply where applicable.

• Part-time and split-shift options may be considered for high-performing candidates.

Knowledge, Skills, and Abilities

• Customer-first mindset with an ethical, compliant approach to patient data.

• Problem-solving and de-escalation skills with the ability to remain calm under pressure.

• Process discipline—comfortable following SOPs while balancing empathy and efficiency.

• Coachability & growth mindset—open to feedback, quality audits, and continuous learning.

• Cultural sensitivity when interacting with diverse patient populations.

• Basic understanding (or willingness to learn) of US healthcare terminology (copay, deductible, prior authorization, referrals, etc.).

Benefits

• Competitive salary with night shift allowances and performance incentives.

• Paid training on HIPAA, healthcare workflows, and all tools you will use.

• Flexible remote work with structured support and coaching.

• Health & wellness benefits (as per company policy and geography).

• Career progression paths into Quality, Training, Team Lead, or Workforce Management.

• Inclusive, supportive culture with continuous learning and recognition programs.

Why Join Progressive Technology?

• No tech skills required—we invest in your training and success.

• Stability + growth: Work with a fast-scaling company serving leading healthcare providers.

• Real impact: Help patients access care smoothly and compassionately.

• Modern, remote-first workplace with systems that support productivity and well-being.

• Merit-based growth: Your performance and potential determine how fast you grow.

How to Apply

1. Submit your resume highlighting your communication skills, customer support (if any), and availability for US shifts.

2. Include a short cover note (3–4 lines) explaining why you would be great at helping patients over the phone.

3. Mention your current location, notice period, preferred shift window, and internet speed.

4. If available, share any prior experience with healthcare, call centers, or CRM tools.

5. Apply via our career portal or email your application to us with the subject line:
   Application – Remote Healthcare Call Center.

Selection Process:

• Application screening → Online communication assessment → HR interview → Operations/Quality interview → Offer & onboarding.