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

Dash Bpo; Cape Town; On-site; ZAR 150,000 - 250,000; Full time

Job summary

An established industry player is seeking a dedicated Call Center Agent to enhance patient care by scheduling follow-up appointments for recently discharged patients. This role is vital for ensuring continuity of care and improving patient outcomes through effective communication and coordination. You will manage both inbound and outbound calls, document interactions, and educate patients on the importance of follow-up care. Join a compassionate team that values patient engagement and satisfaction, and make a meaningful impact in healthcare by providing exceptional service and support to patients. If you are empathetic, detail-oriented, and thrive in a fast-paced environment, this opportunity is perfect for you.

Qualifications

• 1-2 years of experience in a call center or customer service role preferred.
• Excellent verbal and written communication skills are essential.

Responsibilities

• Proactively contact discharged patients to schedule follow-up appointments.
• Handle inbound calls and assist patients with appointment coordination.

Skills

Verbal Communication

Written Communication

Active Listening

Problem-Solving

Patient Empathy

Multitasking

Education

High School Diploma or GED

Associate’s or Bachelor's degree in healthcare, business, or communication

Tools

Scheduling Software

Electronic Health Records (EHR)

Microsoft Office (Word, Excel, Outlook)

Job description

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.