Job Title: Customer Service Representative
Department: Operations, Managed Services
Reports To: Customer Service Representative (CSR) Team Lead
Location: Chennai Office, India
Work Schedule: Night Shift – 6:00 PM to 3:00 AM IST (next day), aligned with US workweek (Monday–Friday)
Employment Type: Full-Time
Position Summary:
The Customer Service Representative (CSR) plays a critical role in supporting OPOS’s mission by serving as the primary point of contact for patients, providers, and other stakeholders. The CSR is responsible for answering phone inquiries, scheduling appointments, responding to patient and customer needs, and ensuring compliance with healthcare regulations. The ideal candidate is empathetic, detail-oriented, and committed to providing exceptional service in a fast-paced healthcare setting.
Key Responsibilities:
- Patient and Provider Support:
○ Respond promptly to phone calls, emails, and other inquiries from patients, providers, and caregivers.
○ Provide accurate information about OPOS’s services, policies, and procedures.
○ Address and resolve concerns with professionalism and empathy, escalating complex issues when necessary.
○ Schedule and confirm patient appointments, ensuring proper documentation and alignment with providers’ availability.
○ Manage scheduling conflicts and follow up with patients or providers to address changes.
○ Adhere to healthcare regulations and company policies, including HIPAA and other confidentiality requirements.
○ Ensure that all documentation and communication are compliant with state and federal laws regarding opioid prescribing and chronic pain management.
○ Maintain accurate records of patient interactions and updates in the company’s CRM or healthcare software system.
○ Assist in tracking and managing patient outreach programs aimed at improving health outcomes.
○ Collaborate with internal teams to ensure smooth coordination of services.
Qualifications:
● English Proficiency: Precise communication is vital for professionals aiming to excel in customer service roles. The specialized nature of call center communication demands focused practice on vocabulary, tone, and problem-solving language.
● Education: High school diploma or equivalent required; associate or bachelor’s degree in a healthcare or related field preferred.
● Experience:
○ Minimum of 1-2 years in customer service, preferably in a healthcare or medical office setting.
○ Experience with scheduling systems and electronic health records (EHR) preferred.
● Skills:
○ Strong communication and interpersonal skills with the ability to handle sensitive situations.
○ Proficiency in using healthcare software, CRM systems, and Microsoft Office Suite.
○ Excellent organizational skills with a high attention to detail.
○ Ability to work effectively in a team and independently.
● Knowledge: Familiarity with healthcare regulations, HIPAA, and chronic pain management is a plus.
Pay: ₹30,000.00 - ₹45,000.00 per month
Work Location: In person
