Full job description

The Call Center Agent is responsible for handling patient calls and providing accurate information, guidance, and assistance in a professional and compassionate manner. This role involves managing inbound and outbound calls, addressing patient concerns, and ensuring a high level of customer service to support the hospital’s operations.

Key Responsibilities:

• Answer incoming calls from patients and provide accurate, satisfactory responses to their queries, appointment requests, or concerns.
• Handle and de-escalate situations involving dissatisfied or distressed patients, offering empathy, assistance, and suitable solutions.
• Make outbound calls to patients to confirm appointments, follow up on care, or share information about new services, hospital updates, and policies.
• Guide patients in navigating hospital services, understanding procedures, or using online appointment and information systems.
• Review patient records or accounts to provide updates regarding appointments, billing, insurance coverage, or other relevant matters.
• Coordinate with relevant hospital departments to ensure accurate and timely responses to patient inquiries.
• Collaborate with fellow call center staff to improve service quality and patient satisfaction.
• Assist in training new call center staff, ensuring they are familiar with hospital policies, patient communication protocols, and service standards.