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Customer Service Representative

1 - 31 years

2 - 3 Lacs

Posted:3 days ago| Platform: Apna logo

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Work Mode

On-site

Job Type

Full Time

Job Description

Customer Service Representative – After Hours Job Title: Customer Service Representative – After Hours Location: On-site, Pune, India Working Hours: After 5:00 PM Canada Time (EST) Department: Patient Support / Customer Service About Berwick Hospital Center: Berwick Hospital Center, located in Pennsylvania, USA, is a trusted behavioral health facility dedicated to providing compassionate, patient-centered care to adults and geriatric patients. Specializing in mental health services, the hospital delivers inpatient psychiatric care for conditions such as depression, anxiety, bipolar disorder, and other psychiatric illnesses. Berwick Hospital focuses on quality, compliance, and clinical excellence with an emphasis on personalized, evidence-based treatment. Job Overview: As a Customer Service Representative – After Hours, you will be responsible for providing timely and empathetic support to patients, family members, and healthcare staff during non-business hours. Operating from India, you will support the hospital’s after-hours operations by answering calls, addressing inquiries, and resolving issues related to admissions, patient care coordination, appointment scheduling, and general assistance. This role plays a crucial part in maintaining communication continuity and service quality during evenings and overnight hours in Canada (EST time zone). Key Responsibilities: Handle incoming calls and emails from patients, families, and clinical staff with professionalism and empathy Provide information regarding services, appointments, visitation, and general hospital protocols Log and escalate urgent medical or operational concerns to the appropriate U.S.-based teams or on-call personnel Coordinate with internal departments for information sharing and follow-ups on patient needs Accurately document all interactions in hospital systems, ensuring timely updates Ensure all after-hours support aligns with hospital service standards and confidentiality guidelines Serve as a key communication link between night-shift operations and day-time administrative teams Job Requirements: Minimum 1 year of experience in a customer service or patient-facing role, preferably in a healthcare or call center environment Excellent spoken and written English communication skills Strong problem-solving skills and ability to work independently under minimal supervision Empathy, patience, and a calm approach to handling sensitive situations Comfortable working in night shifts aligned with Canada (EST) time zone Familiarity with hospital operations, healthcare terminology, or electronic health records (preferred) Proficient in Microsoft Office tools and CRM or call center software Bachelor's degree in any discipline Shift Details: Shift Timings: After 5:00 PM Canada Time (EST), equivalent to night shifts in India Work Days: Monday to Friday (weekend availability may be required occasionally) Location: On-site in Pune

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