Voice Process Associate - UK Patient Support

Job description

VOICE PROCESS ASSOCIATE - UK PATIENT SUPPORT

Mandatory UK Voice Process experience required!

Narayana Health India & Practice Plus Group Offshore Contact Centre

About Narayana Health

Narayana Health is one of India's leading healthcare providers, renowned for delivering high-quality, affordable, and accessible healthcare services. With a strong network of hospitals and healthcare facilities across India and internationally, Narayana Health is committed to clinical excellence, patient-centric care, innovation, and operational efficiency. Through its focus on quality outcomes and compassionate care, Narayana Health continues to positively impact millions of patients every year.

About Practice Plus Group

Practice Plus Group is a leading independent healthcare provider in the United Kingdom, delivering high-quality healthcare services to NHS and private patients. With a strong reputation for clinical excellence, innovation, and exceptional patient care, Practice Plus Group provides patients with rapid access to planned treatments across multiple specialties. The organization invests significantly in its people, technology, and processes to ensure the highest standards of patient experience and service delivery.

Work Location: Bangalore, Electronic City Phase 1

Working Days: Monday to Friday (Work From Office)

Shift Timings: UK Shift 2:00pm - 11:00pm

Role Overview

As a Process Associate Patient Support, you will be the first point of contact for patients of Practice Plus Group in the UK. You will support patients through phone calls, emails, and secure patient portals, ensuring a seamless and positive patient experience.

The role involves appointment scheduling, responding to patient enquiries, updating patient records, and providing administrative support while maintaining high standards of customer service, confidentiality, and data accuracy.

This position is ideal for candidates who possess excellent communication skills, enjoy interacting with customers, and are passionate about delivering exceptional service in a healthcare environment.

Experience Required:

• 1 - 5 years of experience in Voice Customer Support/ BPO or Shared Services/ Healthcare Support Services/ International Contact Centre Operations
• Experience in healthcare, hospital administration, or appointment scheduling.
• Exposure to international voice or customer support processes.
• Experience handling email and customer support platforms.

Key Responsibilities:

1. Patient Support

• Handle inbound patient calls professionally and efficiently.
• Provide exceptional customer service and support to patients.
• Resolve patient queries and concerns in a timely manner.

2. Appointment Management

• Schedule, amend, reschedule, and cancel patient appointments.
• Ensure all appointment details are accurately recorded in the system.
• Coordinate patient bookings as per established processes.

3. Email & Portal Management

• Respond to patient email enquiries accurately and within defined timelines.
• Manage communications through secure patient portals.
• Upload patient correspondence and appointment-related documents.

4. Information & Guidance

• Provide non-clinical information regarding: Hospital services, Appointment preparation requirements, Hospital locations and directions, Administrative procedures

5. Escalation Handling

• Identify urgent or sensitive patient concerns.
• Escalate complaints and complex cases to the relevant UK teams.
• Follow escalation procedures and maintain accurate records.

6. Compliance & Quality

• Maintain accurate patient records and documentation.
• Complete all mandatory training requirements.
• Adhere to company policies, data protection requirements, and quality standards.

Skills Required:

• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Excellent verbal and written English communication skills.
• Accurate data entry and documentation skills.
• Empathy and patient-centric approach.
• Ability to work with multiple systems simultaneously.
• Strong customer service orientation.
• Experience with CRM, ticketing tools, or Patient Administration Systems (PAS) is an added advantage.