Remote Healthcare Call Center Jobs – US Shift – No Tech Skills Needed

Job Description

Job Summary

Progressive Technology is expanding its patient-facing support team and is hiring empathetic, detail-oriented Remote Healthcare Call Center Associates to handle inbound and outbound patient calls during US business hours/night shifts (IST). You do not need prior technical expertise—we will train you on the tools, scripts, and healthcare compliance basics (including HIPAA/PHI handling). If you are a great listener, can communicate with clarity and warmth, and are comfortable working in a metrics-driven environment, this role is for you.
Key Responsibilities
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Patient Support: Answer inbound calls and place outbound follow-ups to assist patients with appointments, basic billing queries, prescription refills/status checks, referrals, and general information.
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Scheduling & Coordination: Book, reschedule, or cancel appointments using client-approved workflows and scheduling systems (training provided).
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Data Capture: Document every interaction accurately and promptly in the CRM/call logging system while maintaining confidentiality of protected health information (PHI).
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Issue Resolution: Triage patient concerns, escalate complex medical/insurance queries to the appropriate team, and ensure timely resolution.
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Compliance & Quality: Adhere to HIPAA/privacy guidelines, call quality standards, and process SOPs.
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KPIs & SLAs: Meet or exceed targets on AHT (Average Handle Time), First Call Resolution, Quality Audit Scores, Schedule Adherence, and Customer Satisfaction (CSAT).
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Continuous Improvement: Provide feedback on recurring patient issues, script improvements, and workflow optimizations.
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Team Collaboration: Participate in calibration sessions, coaching, and refresher trainings to stay aligned with quality expectations.
• Required Skills and Qualifications
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Excellent English communication skills—both verbal and written—with a clear, patient-friendly tone.
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High empathy, patience, and active listening abilities to support vulnerable or anxious patients.
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Ability to follow structured scripts and workflows with strong attention to detail.
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Typing speed of at least 30 WPM with high accuracy (or willingness to improve quickly).
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Comfortable working night shifts aligned to US time zones (EST/PST/CST/MST).
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Basic computer literacy (email, chat tools, web browsers, MS Office or Google Workspace).
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Reliable high-speed internet connection and a quiet, professional home workspace.
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Willingness to undergo HIPAA/PHI, data privacy, and security training.
• Experience
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0–2 years of experience in customer support/call center/healthcare process preferred, but motivated freshers are welcome.
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Prior exposure to US healthcare, medical billing, EHR/EMR systems, or insurance processes is a plus—but not mandatory.
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Experience working with KPIs/SLAs and quality assurance frameworks is advantageous.
• Working Hours
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Primary coverage during US shifts (e.g., 5:00 PM–2:00 AM IST or 7:00 PM–4:00 AM IST; exact window may vary by client/time zone).
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Five-day work week with rotational weekends or fixed offs based on client project.
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Overtime/holiday/shift differential pay may apply where applicable.
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Part-time and split-shift options may be considered for high-performing candidates.
• Knowledge, Skills, and Abilities
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Customer-first mindset with an ethical, compliant approach to patient data.
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Problem-solving and de-escalation skills with the ability to remain calm under pressure.
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Process discipline—comfortable following SOPs while balancing empathy and efficiency.
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Coachability & growth mindset—open to feedback, quality audits, and continuous learning.
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Cultural sensitivity when interacting with diverse patient populations.
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Basic understanding (or willingness to learn) of US healthcare terminology (copay, deductible, prior authorization, referrals, etc.).
• Benefits
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Competitive salary with night shift allowances and performance incentives.
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Paid training on HIPAA, healthcare workflows, and all tools you will use.
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Flexible remote work with structured support and coaching.
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Health & wellness benefits (as per company policy and geography).
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Career progression paths into Quality, Training, Team Lead, or Workforce Management.
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Inclusive, supportive culture with continuous learning and recognition programs.
• Why Join Progressive Technology?
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No tech skills required—we invest in your training and success.
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Stability + growth: Work with a fast-scaling company serving leading healthcare providers.
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Real impact: Help patients access care smoothly and compassionately.
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Modern, remote-first workplace with systems that support productivity and well-being.
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Merit-based growth: Your performance and potential determine how fast you grow.
• How to Apply
• Submit your resume highlighting your communication skills, customer support (if any), and availability for US shifts.
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Include a short cover note (3–4 lines) explaining why you would be great at helping patients over the phone.
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Mention your current location, notice period, preferred shift window, and internet speed.
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If available, share any prior experience with healthcare, call centers, or CRM tools.
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Apply via our career portal or email your application to us with the subject line:
Application – Remote Healthcare Call Center.
• Selection Process:
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Application screening → Online communication assessment → HR interview → Operations/Quality interview → Offer & onboarding.
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