Customer Service Representative - Healthcare Scheduling Agent

DASH BPO; Randburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A healthcare service provider in Randburg is seeking a Healthcare Scheduling Agent to assist in patient follow-up care. The role involves calling recently discharged patients to schedule appointments and requires excellent communication skills, attention to detail, and the ability to work in a fast-paced environment. Candidates should have at least 1 year of call center experience and a high school diploma.

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.

Responsibilities

• Call recently discharged patients to schedule follow-up appointments.
• Engage patients in clear, empathetic conversations.
• Accurately document call outcomes and appointment details.

Skills

Communication skills

Persuasion

Attention to detail

Customer service

Education

High school diploma

Job description

As 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

• 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.