Customer Service Representative (CSR) Healthcare US Voice Process

Job Title: Customer Service Representative (CSR)

Location: Chennai Perungudi
Work Mode: Work from Office
Shift: 6:00 PM – 3:00 AM IST
Working Days: Monday–Friday
Process: US Healthcare / US Voice Process
Employment: Full-Time

What We Are Looking For

We are looking for candidates who are:

• Excellent in spoken English
• Comfortable communicating with US customers/patients
• Empathetic and professional
• Comfortable working in a fast-paced environment
• Detail-oriented and process-driven
• Willing to work onsite and in a night shift
• Interested in building a career in Healthcare Operations / Customer Service

If you have strong communication skills and experience in international voice, healthcare customer service, patient support, or appointment scheduling, we would like to hear from you.

About the Role

We are looking for a Customer Service Representative (CSR) to join our Healthcare Operations / Managed Services team in Chennai.

The CSR will be responsible for handling patient and provider calls, appointment scheduling, customer queries, documentation, and coordination with internal teams. The role requires strong English communication, empathy, attention to detail, and the ability to handle sensitive healthcare-related conversations professionally.

This is an onsite US voice process role and is well suited for candidates with experience in international voice process, healthcare BPO, medical customer service, patient support, appointment scheduling, or customer service.

Key Responsibilities

Patient & Provider Support

• Handle inbound and outbound calls from patients, providers, caregivers, and other stakeholders.
• Understand customer/patient concerns and provide accurate information.
• Resolve queries professionally and escalate complex issues when required.
• Maintain a professional, empathetic, and patient-focused approach during every interaction.

Appointment Scheduling

• Schedule, confirm, reschedule, and update patient appointments.
• Coordinate with patients and providers regarding appointment availability and changes.
• Ensure accurate documentation of appointment-related information.

Healthcare Operations & Documentation

• Record patient interactions and updates accurately in CRM/EHR or healthcare software.
• Maintain confidentiality of patient and business information.
• Follow company procedures and applicable healthcare privacy and compliance requirements.
• Support patient outreach and other operational activities as required.

Team Coordination

• Coordinate with internal teams to ensure smooth delivery of services.
• Follow assigned processes, quality standards, and productivity expectations.
• Escalate issues appropriately to the Team Lead or concerned department.

Candidate Requirements

• 1–2 years of experience in customer service, international voice process, BPO, healthcare BPO, medical office, patient support, or a related role.
• Excellent English communication skills – verbal and written.
• Comfortable handling US customer/patient calls.
• Strong listening, problem-solving, and interpersonal skills.
• Good typing, documentation, and computer skills.
• Ability to work with CRM, EHR, scheduling systems, or similar software.
• Strong attention to detail and ability to maintain accurate records.
• Comfortable working in a night shift aligned with US business hours.
• Willingness to work fully onsite from our Chennai office.

Preferred Experience

Candidates with experience in any of the following will be preferred:

• US Healthcare / Healthcare BPO
• International Voice Process
• Patient Support
• Medical Customer Service
• Appointment Scheduling
• Medical Office / Clinic Operations
• EHR / EMR
• CRM
• Healthcare Call Center
• HIPAA / Healthcare Data Privacy

Freshers with excellent English communication and strong customer-service aptitude may also be considered based on the hiring requirement.