Medical Call Centre Agent at Imisi Partners

JOB DESCRIPTION

Principal Duties and Responsibilities:

• Schedule appointment for patients.
• Answer telephone promptly and in a polite and professional manner.
• Obtain and enter accurate demographic information of patients
• Schedule appointment correctly - review appointment date, time, location, and provides name of caller.
• Inform caller of items to bring to appointment (including X-rays, MRIs, etc.)
• Remind callers to arrive earlier before scheduled appointment to complete necessary paperwork.
• Answer questions and offer other information, as requested, to provide patient-focused service.
• Act as a liaison for the patients and the Health Center:
• Direct calls to other departments as needed.    
• Use sound judgment in handling calls, especially with upset patients.
• Understanding of when to escalate calls to physicians/practice manager/triage nurse.

Service patients:

• Make reminder calls as requested.
• Make calls to reschedule appointments when necessary. 
• Provide assistance with mailings and other projects as call volume permits. 
• Other reasonably related duties as assigned by supervisor or manager.

Qualification and skills:

• Ability to handle confidential and sensitive information.
• Ability to communicate effectively on the telephone.
• Ability to relate to persons with diverse educational, socioeconomic, and ethnic backgrounds.
• Ability to handle a "call center" environment: work quickly and multi-task.
• Ability to exercise good judgment to handle calls appropriately.
• Ability to demonstrate good customer service.
• B.Sc. degree or HND require or related healthcare certification would be an added advantage. One year work experience as a customer service agent or related clinical environment and working knowledge of medical terminology.