Practice Operation Specialist - (For THSnet Ltd.) - Job ID: 1425638

THSnet Ltd. is looking for Practice Operation SpecialistKey PointsThe Offshore FD & PSR will be responsible for live answering incoming calls from patients, excellent communication skills, the ability to understand the context of each call, insurance verification, patient information.Job Description / ResponsibilityMust be fluent in English & Office hours 6 PM to 3 AM (Night shift Only)Patient Communication & SchedulingAnswer all incoming calls professionally, with empathy and courtesy.Schedule acute/same-day appointments for urgent cases, making appropriate notes in the EMR.Schedule follow-up appointments for chronic condition patients every 3 or 6 months as directed.Schedule annual wellness visits for Medicare patients and complete physical exams for commercial and Medicare Advantage patients.Understand and communicate that the practice does not accept Medicaid or self-pay patients; we are a non-participating physician.For medication refill requests: Identify and prioritize controlled substance requests; schedule an appointment before refilling.If the patient has not been seen in 6+ months, schedule a visit. If out of diabetic or hypertension medication, confirm the pharmacy, advise of a possible emergency 30-day supply, and schedule urgently.For out-of-state refill requests, obtain and import the temporary pharmacy into the EMR, set it as primary, and send a high-priority message to the physician on duty.Manage follow-up calls for patients who checked out without scheduling a return appointment.Insurance & BillingVerify patient insurance coverage and outstanding balances before appointments using eClinicalWorks (eCW) or insurance provider portals.Confirm insurance eligibility and document verification in the EMR.Patient Data ManagementAccurately capture and update patient demographics, mobile numbers, home numbers, and email addresses; double-check for accuracy.Confirm caller identity using patient name and date of birth; verify authorized contact list before discussing protected information.Medical Records & DocumentationMonitor scanned folders (EKG, UA, and other diagnostic documents) and correctly assign them to the patient chart.Manage scanned physician orders in Certification/Recertification folders and submit to insurance for payment as instructed.Process medical record requests from third-party companies only after payment is received ($100 per chart).Process patient-authorized medical record requests after confirming no unpaid balances; obtain signed authorizations.Monitor incoming e-faxes in the EMR and route appropriately.Patient Experience & EscalationsHandle unhappy or irate patients with patience and professionalism; escalate to leadership when necessary.Maintain zero tolerance for rudeness or lack of empathy toward patients—patient satisfaction is the highest priority.Always thank patients for choosing our practice.Compliance & PrivacyMaintain strict confidentiality of all patient information in compliance with HIPAA and practice policies.Never remove or copy patient data outside of the office. Any written notes with patient information must be shredded at the end of the workday.Other DutiesPerform any other related tasks as assigned by leadership. Training will be provided for new responsibilities as needed.Educational RequirementsBachelor of Arts (BA)Skills Required: Telecommunication Service, Communication in EnglishExperience Requirements1 to 3 year(s)The applicants should have experience in the following business area(s):Call CenterQualifications· Minimum 1–2 years of experience in a healthcare call center, medical front desk, or patient services role (U.S. healthcare experience preferred).Proficiency in eClinicalWorks (preferred) or similar EMR systems.Familiarity with U.S. insurance verification processes and terminology.Excellent English communication skills (verbal and written).Strong attention to detail and ability to multitask in a fast-paced environment.Ability to handle sensitive patient situations with empathy and professionalism.Key CompetenciesPatient-Centered Communication – Listens actively, responds empathetically, and conveys professionalism.Problem-Solving – Anticipates patient needs and resolves issues effectively.Attention to Detail – Ensures accurate data entry, scheduling, and documentation.Confidentiality – Demonstrates discretion and compliance with privacy regulations.SalaryTk. 35000 - 45000 (Monthly)