Customer Service Agent - USA HOURS - Patient intake and communications Representative -CPT

Dash BPO South Africa (Pty) Ltd; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading BPO company in Cape Town is seeking a Customer Service Representative. This role involves coordinating patient appointments, addressing inquiries, and ensuring high patient satisfaction. Candidates must have at least 2 years of medical experience and strong communication skills. The position requires ability to multitask and adaptability in a fast-paced environment.

Qualifications

• Minimum of 2 years of medical and/or clinical experience.
• Strong phone and verbal communication skills, including active listening.
• Able to handle multi-task work and manage time effectively.

Responsibilities

• Coordinate physician schedules to ensure smooth appointment flow.
• Call patients to reschedule appointments as needed.
• Ensure referrals are received by doctors or insurance.

Skills

Customer-service experience

Problem-solving

Communication skills

Adaptability

Attention to detail

Education

High school diploma

Job description

The Customer Service Representative (CSR) serves as a key link to enhance the patient experience by promptly and accurately addressing inquiries related to billing and account balances. CSRs are dedicated to assisting patients with empathy and clear communication. They possess strong problem‑solving skills and are confident in troubleshooting and investigating to resolve any unclear issues or complaints.

The CSR also ensures adherence to financial policies and procedures while maintaining patient confidentiality.

Each team member aims to uphold excellent service standards, respond efficiently to patient inquiries, and ensure high levels of patient satisfaction.

WHAT YOU WILL BE WORKING ON :

• ? Coordinate all physician schedules in an orderly fashion to ensure all appointments flow smoothly
• ? Call patients to reschedule appointments as needed
• ? Contact patients who may have not responded to their reminder calls and be assertive to ensure the appointment will be rescheduled (telemarketing)
• ? Type and distribute weekly doctor schedules to all medical / surgical offices and staff
• ? Send information packets, mass mailing to all patients and / or offices when requested
• ? Assure appropriate documentation is provided in each patient record
• ? Assure incoming & outgoing clinical summaries and referrals are appropriately placed in the patient record
• ? Ensure referrals are received as necessary by doctor or insurance
• ? Triage calls properly to assure location doctor compliance
• ? Must be willing and able to be on site 2-3 times per month for training and continuous education.
• ? Achieve Quality and NPS score requirements
• ? Comply with all policies and procedures of the organization, including but not limited to standard operating procedures and Employee Handbook
• ? Must be willing and able to meet Call Center Remote Work Technology requirements (see addendum)
• ? Perform various other duties as requested? Perform various other duties as requested.

WHAT WILL MAKE YOU AWESOME :

• ? Able to handle multi-task work and manage time effectively in a fast-paced environment
• ? Perseverance and excellent follow through
• ? Customer-service experience
• ? Problem-solving / critical thinking
• ? Adaptability and assertiveness

WHAT YOU KNOW :

• ? Strong ability to work independently with limited oversight post-training
• ? Attention to detail
• ? Strong phone and verbal communication skills, including active listening
• ? Excellent customer service and communication skills, including communication via email and text
• ? Computer proficiency
• ? Minimum of 2 years of medical and / or clinical experience
• ? High school diploma