Senior Associate – International Customer Support

Lume; Dadri; On-site; INR 300,000 - 420,000; Full time

Job summary

Lume is seeking a Patient Coordinator to manage recall and reactivation, conduct calls for appointment bookings, and handle billing inquiries while engaging patients with empathy and professionalism.

The role requires 2+ years in healthcare support, excellent English communication, and CRM experience. You will maintain accurate patient records and help drive clinic growth through effective follow-ups.

Qualifications

• Minimum 2+ years in patient coordination or healthcare support.
• Excellent verbal and written English communication.
• Experience with recall, reactivation, billing, collections, and lead nurturing.
• Proficient with CRM systems and dental practice software.

Responsibilities

• Manage patient recall and reactivation to ensure scheduling.
• Conduct outbound and inbound calls for appointment booking and follow-ups.
• Handle patient billing inquiries and explain charges/insurance.
• Manage collections by following up on outstanding balances.
• Nurture leads and convert inquiries into scheduled appointments.
• Collaborate with teams and clients; maintain professional patient interactions.
• Accurately update patient information and logs in the system.
• Meet daily/weekly targets for calls, conversions, and collections.

Skills

Communication skills

Verbal communication

Written communication

CRM experience

Multitasking

Empathy

Tools

CRM software

Practice management software

Job description

Company DescriptionLume, inspired by the word “illuminate,” embodies our belief in guiding brands toward clarity, voice, and presence. We specialize in marketing, technology, and creative services, assisting businesses in building momentum through effective strategies, innovative design, and impactful content.

Roles & Responsibilities

• Manage patient recall and reactivation processes to ensure consistent appointment scheduling.
• Conduct outbound and inbound calls for appointment booking, follow-ups, and patient engagement.
• Handle patient billing inquiries and provide clear explanations of charges and insurance coverage.
• Manage collections by following up on outstanding balances and ensuring timely payments.
• Nurture leads by maintaining regular communication and converting inquiries into scheduled appointments.
• Collaborating with company teams and clients.
• Ensure a high level of professionalism and empathy in all patient interactions.
• Accurately update patient information, communication logs, and follow-up notes in the system.
• Meet daily/weekly targets for calls, conversions, and collections.

Requirements

• Minimum 2+ years of experience in patient coordination, customer service, or healthcare support role.
• Phonogenic voice with clear pronunciation and confident call handling skills.
• Excellent verbal and written communication skills in English.
• Proven experience in recall, reactivation, billing, collections, and lead nurturing.
• Experience with CRM systems and dental practice management software.
• Strong interpersonal skills with a patient-centric approach.
• Ability to handle objections and convert leads effectively.
• Sound understanding of dental workflows is preferred.
• Strong organizational and multitasking abilities.