DashBPO | Customer Service Agent | Patient Follow-Up & Appointment Scheduling | US Hours | Cape Town

The Call Center Agent will be responsible for contacting recently discharged patients to schedule follow-up appointments with a Nurse Practitioner. This role plays a critical part in ensuring continuity of care and improving patient outcomes by proactively managing post discharge follow-up scheduling. The agent will handle both inbound and outbound calls, provide accurate appointment details, and document all interactions within the system.

Key Responsibilities:

1. Outbound Calls: Proactively reach out to discharged patients to schedule follow-up appointments with the assigned Nurse Practitioner.
2. Inbound Calls: Handle incoming calls from patients needing assistance with appointment coordination.
3. Appointment Coordination: Work with the clinical scheduling system to book, confirm, or modify appointments based on availability and patient preferences.
4. Patient Education: Provide clear and compassionate information regarding the importance of follow-up care and address any initial concerns.
5. Documentation: Accurately record call details, patient preferences, and appointment confirmations in the electronic health records (EHR) system.
6. Compliance & Confidentiality: Adhere to HIPAA regulations and company policies to maintain patient privacy and data security.
7. Escalation Management: Identify and escalate urgent medical concerns or patient dissatisfaction to the appropriate healthcare team.
8. Customer Service Excellence: Deliver a warm, empathetic, and professional experience to all patients, ensuring high levels of patient engagement and satisfaction.
9. Collaboration: Coordinate with medical offices, Nurse Practitioners, and administrative staff to ensure seamless scheduling.

Required Qualifications:

1. Education: High School Diploma or GED required; Associate’s or Bachelor's degree in healthcare, business, or communication preferred.
2. Experience: 1-2 years of experience in a call center, healthcare, or customer service role (preferred but not mandatory).
3. Technical Skills: Experience with scheduling software and electronic health records (EHR) is a plus. Proficiency in Microsoft Office (Word, Excel, Outlook).
4. Communication Skills: Excellent verbal and written communication skills. Strong active listening and problem-solving skills.
5. Soft Skills: Patient and empathetic demeanor, especially when speaking with recently discharged patients. Ability to multitask in a fast-paced environment. High attention to detail and accuracy in data entry.

Preferred Qualifications:

1. Previous experience in healthcare call centers, patient engagement, or medical terminology.
2. Familiarity with HIPAA compliance and medical terminology.