Process Associate UK Voice Process | Patient Support

Be part of a growing UK healthcare operations team at Narayana Health!

Narayana Health is expanding its global healthcare operations following the acquisition of Practice Plus Group (PPG), UK. We are building our India-based Contact Centre team to support patient experience and healthcare service delivery for patients across the UK, including those accessing services within the UK's NHS healthcare ecosystem.

Role Overview

As a Process Associate – Patient Support, you will be the first point of contact for patients of Practice Plus Group in the UK. You will support patients through phone calls, emails, and secure patient portals, ensuring a seamless and positive patient experience.

The role involves appointment scheduling, responding to patient enquiries, updating patient records, and providing administrative support while maintaining high standards of customer service, confidentiality, and data accuracy.

We are looking for customer-focused professionals with strong English communication skills and experience in UK voice processes to support patients with their healthcare-related enquiries and appointments.

Location: NH Corporate Office, Electronic City, Bengaluru (Work from Office)

Working Days: Monday to Friday

Shift: UK Shift – 2:00pm - 11:00pm

Qualification: Graduate in any discipline

What you'll do:

• Handle inbound calls from UK patients and provide professional, empathetic support.
• Manage patient appointment bookings, rescheduling and cancellations.
• Respond to patient queries through emails and secure patient portals.
• Provide non-clinical information on hospital services, appointments and administrative procedures.
• Maintain accurate patient records and ensure timely documentation.
• Identify and escalate complex or sensitive patient concerns to UK teams.
• Adhere to quality, confidentiality and data protection standards.

What we're looking for:

• 1–3 years of experience in UK Voice Process / International BPO / Customer Support / Healthcare Contact Centre.
• Excellent spoken and written English communication skills.
• Healthcare, hospital administration or appointment scheduling experience will be an added advantage.
• Strong customer service orientation, empathy and problem-solving skills.
• Ability to multitask across systems while maintaining accuracy.
• Working knowledge of MS Office; exposure to CRM, ticketing tools or Patient Administration Systems is desirable.

Why join us

Be part of an exciting offshore healthcare operations team supporting patients in the UK and contributing to a seamless patient experience across borders.