Customer Service Representative - After Hours Jobs Opening in Enquad Solutions at Pune-Others, Pune
Job Description
Job Title: Customer Service Representative - After
Hours
Location: On-site, Pune, India
Working Hours: After 4:00 PM US Time (EST)
Department: Patient Support / Customer Service
Reports To: Customer Service Supervisor – Berwick Hospital Center
About our client, 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. Candidates with prior experience in healthcare-related roles or medical BPO environments are strongly encouraged to apply. BPO or CSR experience in U.S. healthcare or insurance support processes is a strong plus.
This role plays a crucial part in maintaining communication continuity and service quality during evenings and overnight hours in the US (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
- Proactively network with emergency rooms (ERs), hospitals, clinics, and nursing homes to recommend Berwick Hospital Center’s services
- Build and maintain professional relationships with referring doctors, psychiatrists, caseworkers, and healthcare administrators
- Make outreach calls to physicians, full-scale hospitals, and care homes to promote hospital services and gather patient referrals
- Serve as a communication bridge between night-shift operations and day-shift administrative teams
- Comfortable working in night shifts aligned with US (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 (Healthcare, Psychology, Communications preferred)
Shift Details:
- Shift Timings: After 5:00 PM Canada Time (EST), equivalent to night shifts in India
- Workdays: Monday to Friday (weekend availability may be required occasionally)
- Location: On-site in Pune
More information about this Customer Service Representative - After Hours Job
Please go through the below FAQs to get all answers related to the given Customer Service Representative - After Hours job
- What are the job requirements to apply for this Customer Service Representative - After Hours job position?
- Ans: A candidate must have a minimum of 1 to 3+ year experience as an Customer Service Representative - After Hours
- What is the qualification for this job?
- Ans: The candidate can be a Graduate from any of the following: B.Com, BA, BBA/BBM, BCA, BSc
- What is the hiring Process of this job?
- Ans: The hiring process all depends on the company. Normally for an entry level, hiring the candidate has to go for Aptitude, GD (If they look for communication),Technical test and face to face interviews.
- This Customer Service Representative - After Hours is a work from home job?
- Ans: No ,its not a Work from Home Job.
- How many job vacancies are opening for the Customer Service Representative - After Hours position?
- Ans: There are immediate 1 job openings for Customer Service Representative - After Hours in our Organisation.
Job Particulars
About Company
Pune 
1 to 3+ Years 
Salary not disclosed 
B.Com, BBA/BBM, BCA, BE/B.Tech, BSc 
