Process Executive

Job Title


Job Summary


Experience


Roles and Responsibilities

• Inbound Patient Calls: Handle incoming calls from patients in a professional and courteous manner. Understand the reason for the call and provide appropriate assistance. Answer general questions regarding appointments, providers, clinic timings, and services. Maintain a positive patient experience throughout the call. Handle high call volumes while maintaining call quality and accuracy.
• Appointment Scheduling: Schedule new and existing patient appointments based on provider availability. Reschedule or cancel appointments as requested by patients. Confirm appointment date, time, provider, and location. Follow appointment scheduling protocols and provider-specific instructions. Identify urgent requests and route them appropriately as per the clients workflow.
• Patient Registration Information Verification: Collect and verify basic patient demographic information. Confirm patient name, date of birth, phone number, address, and other required information. Update patient information in the designated EHR/practice management system. Avoid duplicate patient records by following the required verification process.
• Insurance Basic Eligibility Support: Collect basic insurance information from patients when required. Verify that the insurance information provided by the patient is complete and accurate. Direct patients to the appropriate team for detailed eligibility/benefits verification when required. Explain basic insurance-related information without making coverage or payment guarantees.
• Patient Communication: Communicate clearly and professionally with patients. Demonstrate empathy and patience, particularly when handling frustrated or elderly patients. Explain appointment preparation instructions provided by the clinic. Ensure patients understand their appointment details before ending the call.
• Call Documentation: Document every relevant patient interaction accurately in the EHR/CRM or designated system. Record appointment details, patient requests, messages, and follow-up requirements. Ensure notes are clear, complete, and compliant with client SOPs. Escalate unresolved issues to the appropriate team.
• Call Transfer Escalation: Identify calls that need to be transferred to clinical, billing, insurance, referral, or other specialized teams. Follow the correct escalation matrix. Avoid providing clinical advice or making medical decisions. Immediately escalate emergency/urgent situations according to the clients approved protocol.
• HIPAA Data Privacy: Maintain strict confidentiality of patient information. Follow HIPAA and client-specific privacy/security policies. Verify patient identity before discussing protected health information. Never disclose patient information to unauthorized individuals. Follow approved procedures for handling sensitive patient information.
• Productivity Quality: Meet assigned call volume, Average Handle Time (AHT), quality, and service-level targets. Maintain high accuracy in appointment scheduling and patient information. Minimize appointment errors, incorrect transfers, and repeat calls. Maintain proper attendance and schedule adherence.
• Follow-Up: Make outbound follow-up calls when required by the process. Contact patients regarding appointment confirmations, cancellations, or rescheduling. Maintain follow-up documentation and ensure pending requests are closed within the required TAT.

Candidate Profile

• Experience: 0-1 years Education: Any Graduate / Undergraduate with good communication skills Preferred background: US Healthcare Voice Process, Medical Front Desk, BPO, Customer Service, Patient Scheduling, or Call Center. The ideal candidate should have excellent spoken English, a neutral/clear accent, strong listening skills, good computer knowledge, confidence in handling patients, and the ability to multitask while speaking with patients and updating the system simultaneously. For a fresher, prior healthcare experience need not be mandatory if the candidate demonstrates strong communication, customer-handling ability, basic computer skills, and the ability to learn healthcare processes quickly.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.