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

Dash BPO South Africa (Pty) Ltd; Cape Town; On-site; ZAR 50,000 - 200,000; Full time

Job summary

A leading company in healthcare is seeking a Call Center Agent to manage follow-up appointments for recently discharged patients. The role focuses on ensuring a smooth patient experience by coordinating schedules, providing education on follow-up care, and maintaining accurate records of all interactions. Ideal candidates will have strong communication skills, be empathetic, and possess a high school diploma or equivalent. Experience in a similar role is preferred but not mandatory. Join a dynamic team dedicated to enhancing patient outcomes in the healthcare industry.

Qualifications

• 1-2 years of experience in a call center, healthcare, or customer service role preferred.
• Experience with scheduling software and EHR is a plus.
• Patient and empathetic demeanor when speaking with patients.

Responsibilities

• Proactively reach out to discharged patients to schedule follow-up appointments.
• Handle both inbound and outbound calls, providing accurate appointment details.
• Document all interactions within the EHR system.

Skills

Communication Skills

Active Listening

Problem-Solving

Attention to Detail

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 :

• Outbound Calls : Proactively reach out to discharged patients to schedule follow-up

appointments with the assigned Nurse Practitioner.

• Inbound Calls : Handle incoming calls from patients needing assistance with
• Appointment Coordination : Work with the clinical scheduling system to book,

confirm, or modify appointments based on availability and patient preferences.

• Patient Education : Provide clear and compassionate information regarding the

importance of follow-up care and address any initial concerns.

• Documentation : Accurately record call details, patient preferences, and

appointment confirmations in the electronic health records (EHR) system.

• Compliance & Confidentiality : Adhere to HIPAA regulations and company policies

to maintain patient privacy and data security.

• Escalation Management : Identify and escalate urgent medical concerns or patient

dissatisfaction to the appropriate healthcare team.

• Customer Service Excellence : Deliver a warm, empathetic, and professional

experience to all patients, ensuring high levels of patient engagement and

satisfaction.

• Collaboration : Coordinate with medical offices, Nurse Practitioners, and

administrative staff to ensure seamless scheduling.

Required Qualifications :

• Education : High School Diploma or GED required; Associate’s or Bachelor's degree

in healthcare, business, or communication preferred.

• Experience : 1-2 years of experience in a call center, healthcare, or customer service

role (preferred but not mandatory).

• Technical Skills : Experience with scheduling software and electronic health records

EHR) is a plus. Proficiency in Microsoft Office (Word, Excel, Outlook).

• Communication Skills : Excellent verbal and written communication skills. Strong

active listening and problem-solving skills.

• 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 :

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

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