Process Associate

Job Location : Ahmedabad , On - Site
Job description:
Role Overview :
We are looking for a highly skilled and experienced Senior Process Associate to join our growing Dental support team. This individual will play a pivotal role in supporting dental practices in the UK by delivering outstanding appointment management and patient support services. The ideal candidate will possess a strong background in international voice processes, preferably within the healthcare or dental sectors, and demonstrate a high level of professionalism, empathy, and efficiency in handling patient interactions.
Key Responsibilities :
Appointment Coordination:
Efficiently manage and schedule patient appointments using dental practice management software
Liaise with UK-based dental teams to ensure optimal scheduling based on clinical priorities and provider availability
Send appointment confirmations, reminders, and post-visit follow-ups via email or phone.
Actively follow up on cancellations, rescheduling, and no-shows to maximize chair- time utilization and patient satisfaction survey such as google and NHS choices.
Customer Support:
Act as the first point of contact for patients through phone and email, ensuring a courteous and supportive experience.
Address queries related to dental treatments, appointment logistics, billing, insurance claims, and general inquiries.
Resolve common issues independently and escalate complex or sensitive matters to in-practice personnel or practice managers as appropriate.
Maintain a calm, compassionate, and patient-focused approach in all communications.
Administrative Support:
Maintain up-to-date and accurate patient records in the practice management system.
Assist with updating patient profiles.
Generate basic reports related to appointment trends, cancellations, and patient feedback.
Support UK teams with ad-hoc administrative tasks such as data entry, internal documentation, and maintaining compliance checklists.
Operations & Collaboration:
Collaborate effectively with dental practice teams across the UK to align on daily scheduling needs and patient communication workflows.
Monitor and report on operational bottlenecks, offering suggestions for process improvements based on frontline insights.
Participate in regular team meetings and training sessions to stay current with service protocols and software tools.
Requirements:
2 years of experience in international voice processes.
Prior experience in healthcare sectors.
Excellent communication skills in English, both verbal and written.
Proficient in using CRM or healthcare/dental practice management software.
Strong time management and organizational skills with a high attention to detail.
Comfortable working in a fast-paced, UK-shift environment with high volumes of patient interaction.
Working Hours :
UK Business Hours : Standard working hours (Based on IST Time)
Monday to Friday (Afternoon Shift) : 01:00 pm - 10:30 pm during Summer and 02:00 pm - 11:30 pm during Winters.
5 Days Working. Weekend will be off.
Schedule:
Fixed shift
UK shift
Supplemental Pay:
Overtime pays
Performance bonus
Yearly bonus
Benefits:
Paid sick time
Paid time off
Provident Fund
Experience:
International voice process: 2 Years (Required)
Customer Support : 2 Years (Required)
Work Location: In person

Work arrangement
No