USRN (Alabama/california)

About the role

The U.S. Registered Nurse (USRN) – Healthcare Call Center is responsible for handling inbound and outbound calls from patients, healthcare providers, insurance members, and other healthcare stakeholders in the United States. The role combines nursing knowledge with customer service skills to provide accurate healthcare information, assist with medical inquiries, explain insurance benefits, coordinate patient services, and resolve concerns in a professional and compassionate manner. The USRN ensures that all interactions comply with company policies, applicable U.S. healthcare regulations, patient confidentiality requirements, and established quality standards.

Key responsibilities

• Handle inbound and outbound calls from patients, healthcare providers, and insurance members regarding healthcare services and medical-related inquiries
• Provide accurate information about healthcare benefits, coverage, eligibility, appointments, and available services based on the assigned account
• Assist patients and members with questions about insurance plans, claims status, referrals, and prior authorization requirements
• Explain medical instructions, healthcare procedures, and treatment-related information within the scope of the assigned role and approved protocols
• Conduct patient assessments or clinical triage only when required by the account and permitted by applicable protocols and licensure
• Coordinate with healthcare providers, insurance companies, pharmacies, and other departments to address customer concerns and facilitate service requests
• Verify patient or member information while following identity verification and data privacy procedures
• Document all calls, inquiries, resolutions, and follow-up actions accurately in the customer relationship management (CRM) system or electronic health record (EHR)
• Resolve customer concerns efficiently and escalate complex medical, clinical, billing, or insurance issues to the appropriate department
• Maintain professionalism, empathy, and clear communication when handling sensitive healthcare concerns

About you

• Graduate of a Bachelor of Science in Nursing (BSN) program or equivalent recognized nursing degree
• Active and valid U.S. Registered Nurse (RN) license
• Excellent English communication skills, both verbal and written
• Strong telephone etiquette, active listening, and customer service skills
• Knowledge of medical terminology, U.S. healthcare systems, and health insurance processes
• Basic computer literacy and familiarity with CRM systems, EHR platforms, and Microsoft Office applications
• Strong problem-solving skills, attention to detail, and ability to multitask
• Ability to work in a fast-paced, performance-driven environment
• Willingness to work night shifts, weekends, and holidays to support U.S. business hours
• Previous experience in a call center, healthcare BPO, customer service, or healthcare account is an advantage