Job Title: Healthcare Process Coordinator
Location: Thane / Hybrid
Shift: Monday to Saturday – 7:00 PM to 4:00 AM
Department: Medical Process Management
Reports To: Associate Vice President – Medical Process Management Services
Job Summary
We are seeking a detail-oriented and analytical Healthcare Process Coordinator to support operational processes involving client communication, provider coordination, documentation management, follow-ups, and information tracking. The ideal candidate will possess strong English communication skills, exceptional attention to detail, and the ability to interact professionally with international clients, healthcare providers, insurance companies, and internal teams. Experience in telemedicine, virtual healthcare, medical-legal outsourcing, or healthcare operations is highly preferred.
This role requires a combination of process coordination, documentation management, stakeholder communication, and outbound/inbound calling responsibilities to ensure the smooth execution of assigned tasks.
Key Responsibilities:
Client & Provider Communication
· Communicate professionally and confidently with US-based clients, healthcare providers, insurance companies, attorneys, and other external stakeholders via phone, email, online portals, and other communication channels.
· Conduct outbound calls to healthcare providers, clinics, hospitals, insurance representatives, and related parties to obtain required information, updates, and documentation.
· Handle inbound calls professionally, accurately documenting discussions, action items, and outcomes.
· Coordinate and follow up on document requests, case-related activities, and operational workflows to ensure timely completion.
· Build and maintain positive working relationships with clients, providers, and business partners through effective communication and responsiveness.
· Demonstrate professional telephone etiquette and maintain high standards of customer service during all interactions.
Process Coordination & Documentation
· Review and analyze healthcare-related documents to ensure accuracy, completeness, and compliance with process requirements.
· Maintain detailed time logs and records of communications, follow-ups, updates, and supporting documentation.
· Track and monitor pending tasks, ensuring timely completion and adherence to turnaround time requirements.
· Verify information received through calls, emails, and documentation before updating internal systems.
· Ensure all communications and documentation are accurately recorded in designated databases and systems.
· Escalate issues, delays, missing information, or discrepancies to supervisors as appropriate.
· Compliance & Quality
· Ensure strict compliance with HIPAA, client confidentiality requirements, and applicable data privacy regulations.
· Follow approved communication protocols, call handling standards, and documentation procedures.
· Meet defined productivity, quality, accuracy, and turnaround time benchmarks.
· Support quality assurance initiatives and process improvement activities.
Performance & Reporting
· Achieve daily and weekly communication, follow-up, and productivity targets.
· Maintain accurate call dispositions, case notes, and activity reports.
· Provide timely status updates on assigned tasks and projects.
· Contribute to operational excellence through proactive issue identification and resolution.
Required Qualifications:
· Bachelor’s degree in any discipline; preference for Life Sciences (B.Sc./M.Sc.), Pharmacy (B.Pharm./D.Pharm.), Hospital Management, Healthcare Administration, or related fields.
· Minimum 2 years of experience in healthcare support, telemedicine coordination, customer service, medical-legal support, operations, documentation management, or similar roles.
· Strong understanding of healthcare documentation, records management, and operational workflows.
· Excellent verbal and written English communication skills.
· Strong organizational, analytical, and documentation skills.
· Professional telephone etiquette and confidence in handling outbound and inbound calls.
· Proficiency in MS Office applications and documentation management systems.
· Ability to work independently while managing multiple priorities and deadlines.
Preferred Experience:
· Experience in telemedicine or virtual healthcare environments.
· Experience supporting US healthcare, insurance, legal support, or business process operations.
· Familiarity with healthcare documentation systems, databases, and workflow management tools.
· Experience managing high-volume documentation, provider communications, and follow-up activities efficiently.
Key Competencies:
· Analytical and critical thinking
· Strong verbal and written communication skills
· Active listening skills
· Attention to detail
· Professional telephone etiquette
· Stakeholder relationship management
· Objection handling and conflict resolution
· Documentation and records management
· Time management and prioritization
· Client-focused coordination
· Confidentiality and compliance awareness
· Accountability and professionalism
· Cross-cultural communication skills
· Problem-solving and decision-making abilities
Key Performance Indicators (KPIs):
· Outbound and inbound call productivity
· Follow-up completion rate
· Documentation accuracy score
· Turnaround time adherence
· Quality assurance score
· Client/provider response management
· Case closure efficiency
· Compliance adherence
· Productivity benchmark achievement
Interested candidates to email their resumes to [email protected]
Pay: ₹25,000.00 - ₹30,000.00 per month
Work Location: In person
