Patient Experience Agent – Contact Center

Appletree Medical Group; George; On-site; ZAR 529,000 - 694,000; Full time

Job summary

Appletree Medical Group is seeking a dedicated Contact Center Agent to support patients by answering and making calls, updating EMR data, and following established scripts. You will handle appointment bookings, inquiries, and billing questions while maintaining a courteous and efficient approach.

The role emphasizes empathy, accuracy, and teamwork, with focus on meeting call center metrics and delivering high-quality patient service.

Qualifications

• Exceptional customer service, active listening, and verbal and written communication skills.
• Professional phone etiquette, voice, and tone.

Responsibilities

• Answer incoming calls within the established service levels.
• Respond to inquiries about policies, physician availability, and clinic locations.
• Book, confirm, and reschedule appointments; resend documents as needed.
• Handle billing inquiries and escalate issues to a Medical Doctor when required.
• Make outbound calls to remind patients of appointments and invite clinic visits.
• Record and document patient contact and call reasons.
• Maintain a positive, empathetic and professional attitude; listen actively and diffuse concerns when needed.

Skills

Customer service

Active listening

Verbal communication

Written communication

Phone etiquette

Call-handling

Teamwork

Detail orientation

Reliability

Flexibility

Job description

Appletree Medical Group is seeking a dedicated Contact Center Agent to support patients by answering and making calls, updating EMR data, and following established scripts. You will handle appointment bookings, inquiries, and billing questions while maintaining a courteous and efficient approach.

The role emphasizes empathy, accuracy, and teamwork, with focus on meeting call center metrics and delivering high-quality patient service.