Call Center Agent 2

Job Summary

The Call Center Agent answers incoming calls from patients who want to book/change/cancel appointments, respond to inquiries, manage complaints, and provide general information. They will be a member of the primary contact team for patients interested in the services we offer and will be responsible for assisting them over the phone. They will also remind/ follow-up with the patients about their appointments.

This role also to make sales or recommendations for doctor services that may better suit patient’s needs. Take part in training and other learning opportunities to expand knowledge of company and position.

Job Responsibilities 1

Maintain a positive, empathetic, and professional attitude toward patients on the phone always.

Answer phones from patients professionally and respond promptly to patient inquiries and complaints.

Handle and resolve patient complaints.

Follow up and reminder the patients.

Research required information using available resources.

Provide patients with the SAC’s services information.

Job Responsibilities 2

Identify, escalate priority issues and report to Marketing & Business Development Manager.

Route inbound calls to the appropriate resources.

Communicate and coordinate with colleagues, as necessary.

Other duties as assigned.

Additional Responsibilities 3

Job Knowledge & Skills

• Strong phone and verbal communication skills along with active listening.Customer focus and adaptability to different personality types.Ability to multi-task, set priorities and manage time effectively.Excellent management, organization, and time management skill.Strong problem-solving skill

• ERP knowledge preferably SAP functional skills are a requirement to be successful in this role.

Job Experience

1-2 years

Competencies
Agility
Leadership
Quality
Resilience
Direct Customer Interface L2
Customer Service L2
Patient Communication and Customer Service L2
Root Cause Analysis & Problem Solving L2
Communication L2
AI Fluency


Education
Diploma
Certificate in any related field