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Customer Support Executive-Blended

Fresher   Noida   19 Nov, 2025
Provana India Private Limited
Job LocationNoida
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaCustomer Service (International)
EmploymentTypeFull-time

Job Description

    About the Role:We are looking for a Process Analyst to join our Legal Process Outsourcing (LPO) team supporting a U.S.-based Personal Injury law firm. The role involves calling medical providers and other entities for medical records retrieval, reviewing and organizing case-related documents, and updating client systems accurately. The position requires excellent communication skills, attention to detail, empathy, and the ability to follow established Standard Operating Procedures (SOPs) precisely.Key Responsibilities:
    • Make outbound calls to medical offices, hospitals, and clinics to request, follow up, and retrieve medical records related to personal injury cases.
    • Maintain a professional and empathetic tone during all calls, ensuring clear communication and strong relationship management with providers.
    • Track and document all call activities, responses, and follow-ups accurately in the CRM or designated tracking systems.
    • Review, sort, and segregate scanned documents and upload them into the CRM or document management platform.
    • Fill out relevant forms, apply electronic signatures, and ensure all records are properly labeled and uploaded.
    • Adhere strictly to SOPs and workflow guidelines to maintain process consistency and quality.
    • Collaborate with internal teams and the U.S. counterparts to ensure timely completion of tasks.
    • Conduct quality checks to ensure all retrieved records are complete, accurate, and properly indexed.
    • Handle sensitive client and medical information with utmost confidentiality and compliance.
    Required Skills & Qualifications:
    • Graduate in any discipline (preferably Commerce, Arts, or Law).
    • 13 years of experience in an LPO, BPO, or medical records retrieval process (voice or blended).
    • Excellent English communication skills both verbal and written with a clear, professional tone.
    • Strong listening skills, empathy, and patience while interacting with medical staff and offices.
    • High attention to detail and accuracy in documentation and data entry.
    • Good typing speed and proficiency in MS Office tools (Word, Excel, Outlook).
    • Ability to navigate multiple systems and maintain updated call and document logs.
    • Flexible to work in the U.S. night shift (purely night shift) and manage time-sensitive follow-ups.
    • Sincere, hardworking, and capable of following SOPs independently.
    Preferred Qualifications:Prior experience with medical records retrieval, personal injury law firms, or insurance processes.Familiarity with CRMs or document management systems like Law Ruler, SharePoint, or Litify.Basic understanding of medical terminology and legal case documentation.

Keyskills :
outbound callinginboundvoice processblended processinternational call centerinternational callinginternational bpo

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