Trainee Contact Center Support Agent

1. Work Mode: Work from Office

2. Work Timings: US day shift i.e., Indian night shift, and shift time depends on the client’s time zone in the US.

3. Educational Qualifications/Skillsets Required: Any graduate.

4. Roles and Responsibilities:
a. Handle a large volume of inbound/outbound calls, voicemails/chats from patients, healthcare providers, and other stakeholders, providing courteous and efficient service. 
b. Initiate outbound calls to patients for appointment reminders, follow-up consultations, and other healthcare-related purposes. 
c. Conducting outbound calls to coordinate care, gather information, or provide support as necessary. 
d. Assisting with administrative duties related to the process. 
e. Verifying patient demographics, insurance information, and medical history accurately to ensure data accuracy
f. Identifying customers’ needs, clarifying information, researching every issue, and providing solutions. 
g. Assess patient needs and concerns, escalating complex issues to appropriate healthcare professionals for resolution. 
h. Follow up with patients to ensure satisfaction with services provided and address any additional concerns or questions.
i. Document all interactions and transactions accurately in the electronic health record (EHR) system.
j. Adhere to HIPAA regulations and always maintain patient confidentiality.
k. Collaborate with other members of the healthcare team to facilitate coordination of care and enhance the patient’s experience.
l. Participate in ongoing training and professional development activities to stay updated on industry trends and best practices. 
m. Adhere to customer service scripts and protocols provided by the client. 
n. Strive to achieve first call resolution and maintain the quality of service provided. 
o. Remaining calm and professional while dealing with angry customers and providing them with the best solutions to resolve their issues. 
p. Build sustainable relationships and engage customers/callers by going the extra mile. 
q. Respond to messages/tasks sent by the doctor/staff) Meet personal/team qualitative and quantitative targets.

5. Reporting Hierarchy: Team Lead

6. Training Program Outline:
a. Baseline Training (Initial 3–4 Weeks): Structured training covering communication, US healthcare basics, front desk workflows, and system navigation. 
b. On-the-Job Training (OJT) – Shadow & Assisted Live Handling (Up to 2 Months): Post-baseline training, candidates transition to live environments where they:
- Shadow experienced agents
- Gradually handle calls under supervision
- Receive real-time coaching and feedback
c. Pre-Assignment Evaluation: Candidates must clear a Final Readiness Assessment (Quality & Operations Review) before being moved to independent call handling.

Training Program Highlights & Policies:
a. At the end of baseline training, a Baseline Graduation Test (BGT) will be conducted. 
-Candidates who pass will move to OJT (shadow/live environment). 
-Candidates who do not pass will be given one re-attempt within 1 week, subject to: 
--Minimum required performance benchmarks in training assessments 
--Demonstrated improvement in communication and process understanding
--Failure to clear the second attempt will result in exit from the training program
b. During the OJT phase, trainees will: 
-Begin handling live patient calls under supervision
- Progress from simple to moderate complexity scenarios 
- Be evaluated on call quality, accuracy, and system usage
- Be considered for independent assignment within 4–8 weeks, subject to performance
c. Trainees must clear a Final Quality/Readiness Audit conducted by Quality/Operations before being assigned to independent queues. 
d. Performance Benchmarks: 
- Communication quality and call handling standards
- Accuracy in scheduling and documentation
- Adherence to process and compliance guidelines 
- Consistent improvement in KPIs(AHT, quality scores, etc.)
e. Attendance Requirement:
- Minimum 95% attendance is mandatory during all training phases 
- Non-compliance may lead to removal from the training program
f. Performance-Based Continuation: 
- Candidates who do not demonstrate consistent improvement during OJT (daily/weekly reviews) may be exited from the program
- Re-attempts for final evaluation may be limited based on performance trends
g. Minimum Training Duration for Role Confirmation:
-Trainees will not be transitioned to full Contact Center Agent roles before completing the defined training period and clearing all assessments
h. Work from Office Requirement:
- Trainees are required to work from the office during training and initial deployment phases. 
- Any transition to remote/hybrid work (if applicable) will be based on performance, role requirement, and company discretion
i. Work from Home Policy: 
- Work from home is not guaranteed and is subject to business needs, performance, and infrastructure readiness
- Approval for remote work will be granted only after meeting internal criteria and necessary audits

7. Duration of the training: 3 months.

8. Compensation Offered: 25,000 per month (CTC) during the training period. Post-graduation, the CTC will be 37,000 per month, along with performance-based incentives of up to 12,000 per month.

9. Additional Perks:
a. Medical insurance of 4 lakhs per annum. Coverage is for self, spouse, and 2 children under 25 years of age. (This component cannot be reimbursed). 
b. Group Personal Accident Policy coverage for the employee with payment of 5 years’ CTC in case of death of the employee in an accident. (This component cannot be reimbursed). 
c. Office-based employees shall be eligible for complimentary canteen facilities. (This component cannot be reimbursed). 
d. Cab facility:- 
- All office-based employees working night shifts will be eligible for company-provided transportation.
- Rs. 2000 shall be reimbursed to male employees who opt for their own transportation when working from the office.
- Female employees with their own car, or female employees whose spouse is also working with us and has their own vehicle only can opt for their own transportation and will be eligible for Rs. 2000 as transport reimbursement.

10. How to Apply: Apply through our website https://www.scribeemr.in/

NOTES: If you still have any questions, please write to [email removed]