Customer Service Representative

Dash Bpo; Gauteng; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A healthcare support company based in Gauteng seeks a Healthcare Scheduling Agent to facilitate patient care by scheduling follow-up appointments. The ideal candidate has a high school diploma and at least one year of call center experience. Strong communication and attention to detail are essential for effectively engaging with discharged patients. The role offers the opportunity to work in a dedicated team focused on improving patient outcomes while meeting performance targets.

Qualifications

• Minimum of a high school diploma.
• At least 1 year of experience in a call center environment.
• Strong verbal communication skills and a patient-focused approach.

Responsibilities

• Call recently discharged patients to schedule follow-up appointments.
• Engage patients in clear and empathetic conversations.
• Accurately document call outcomes and appointment details.
• Adhere to call handling protocols and patient confidentiality regulations.
• Meet or exceed performance targets, focusing on conversion rates.
• Collaborate with supervisors to achieve scheduling goals.

Skills

Excellent communication skills

Attention to detail

Interpersonal skills

Persuasive approach

Education

High school diploma

Job description

Job DescriptionAs a Healthcare Scheduling Agent, you will play a critical role in supporting patient care by contacting discharged patients and scheduling follow-up appointments with nurse practitioners.

You will be part of a dedicated team that ensures continuity of care, improves patient outcomes, and supports the healthcare provider's post-discharge engagement strategy.

This position requires excellent communication and interpersonal skills, strong attention to detail, and the ability to engage patients effectively to secure appointments.

You will work with multiple systems to manage patient information and scheduling workflows.

Key Responsibilities

• Call recently discharged patients to schedule follow-up appointments with nurse practitioners.
• Engage patients in clear, empathetic, and persuasive conversations to maximize appointment conversion rates.
• Accurately document call outcomes and appointment details in multiple systems.
• Adhere to call handling protocols, compliance standards, and patient confidentiality regulations (including HIPAA).
• Meet or exceed daily and weekly performance targets, with a primary focus on conversion rate.
• Collaborate with supervisors and team members to ensure scheduling goals and service levels are consistently achieved.
• Participate in ongoing coaching sessions and training to enhance performance and product knowledge.

Requirements & Qualifications

• Minimum of a high school diploma.
• At least 1 year of experience working in a call center environment.
• Background in sales, customer service, or healthcare is preferred.
• Strong verbal communication skills and a persuasive, patient-focused approach.
• Ability to navigate and work across multiple digital systems efficiently.
• Excellent attention to detail and data accuracy.
• Comfortable working in a fast-paced, performance-driven environment.