Customer Support Specialist (Female)

Job Title: Customer Support & Patient Collections Executive (US Medical Billing)
Department: Revenue Cycle Management (RCM) / Patient Accounts
Shift: US Timings: 05:00 PM - 02:00 AM
Work Type: 100% On-Site
Location: Lahore (On-Site)
Salary Package: Up to PKR 75,000/month + Performance Bonuses

Doctors Urgent Care Group is a rapidly expanding healthcare organization with 31 urgent care locations across the United States. We focus on delivering patient-first care while managing high-volume clinic demands. We are looking for a skilled Customer Support Executive with excellent English communication skills to join our international patient billing and collections team based in Lahore. This full-time, on-site role involves working US business hours and acting as the primary liaison between US clinics and patients. The position requires handling a high volume of inbound and outbound calls, assisting patients with billing inquiries, explaining insurance coverage, and securing payments with professionalism and empathy.

Key Responsibilities:
On-Site Collaboration: Work from the Lahore office during night shifts aligned with US business hours to support team goals and maintain operational efficiency.
High-Volume Calling: Manage a significant number of outbound and inbound calls daily, informing patients about past-due balances and addressing their billing questions promptly.
Inbound Billing Support: Respond quickly to patient inquiries, clarify billing details, and assist with online payment processes.
Financial Resolution: Negotiate payment plans and collect outstanding balances securely through phone payment systems during busy shifts.
Insurance & Balance Education: Explain patient financial responsibilities such as copays, deductibles, and co-insurance clearly and politely.
Account Documentation: Accurately update patient records, payment notes, and disposition codes in the billing system during or between calls.
Conflict Resolution: Calmly manage and de-escalate frustrated patients regarding unexpected charges or insurance denials, demonstrating patience and active listening under pressure.

Required Qualifications:
English Communication: Near-native fluency in spoken and written English with a neutral accent, excellent grammar, and professional phone etiquette.
Endurance & Pace: Ability to thrive in a fast-paced, target-driven call center environment with continuous back-to-back calls.
Persuasive & Tactful Negotiation: Skilled at requesting payments firmly while maintaining empathy and high customer service standards.
Active Listening & Patience: Strong emotional intelligence to handle sensitive financial discussions without losing composure.
Computer Literacy: Proficient in fast keyboarding and navigating CRM databases and call center software efficiently during live calls.

Experience & Education:
Minimum 1 year of experience in an international call center, outbound sales, or customer support role serving US/UK/international clients. Experience in US medical billing or collections is highly preferred. Candidates should have completed Intermediate/A-Levels or hold a Bachelor’s degree in any discipline. Full commitment to working on-site during US business hours is mandatory.

Preferred Qualifications and Benefits:
Salary: Up to PKR 75,000 per month, commensurate with experience.
Performance Bonus: Monthly incentives based on collection targets.
Fuel Allowance: Provided according to commuting distance.
Medical Allowance: Monthly support for healthcare needs.
Leave Encashment: Options available for unused paid leave.
Eid Bonuses: Bi-annual festive bonuses during Eid-ul-Fitr and Eid-ul-Adha.

This role offers a unique opportunity to work with a leading US healthcare provider in a dynamic, high-volume environment while developing expertise in medical billing and patient collections. The position is strictly on-site at our Johar Town office in Lahore, requiring dedication and professionalism aligned with US business hours.