Call Center Agent at Lagoon Hospitals

• The Call Center Agent is responsible for managing inbound and outbound calls to ensure patients, families, and healthcare providers receive timely and accurate information.

Job Responsibilities:

• Answer inbound calls from patients, families, and healthcare providers, providing information about hospital services, departments, and physicians.
• Schedule and confirm patient appointments, tests, and procedures.
• Assist patients with inquiries regarding hospital policies, insurance coverage, and billing processes.
• Triage calls and direct them to the appropriate department (e.g., ER, outpatient services, billing).
• Handle emergency and urgent calls, escalating issues to medical staff or emergency personnel as necessary.
• Follow hospital protocols for patient confidentiality and data protection.
• Maintain accurate records of patient interactions in the hospital’s CRM or appointment system.
• Provide assistance in pre-registration processes for patients prior to appointments or procedures.
• Support outbound call efforts for appointment reminders, patient follow-ups, or service feedback surveys.
• Follow communication procedures, guidelines, and policies.

Key Result Areas/Performance goals: 

• Professional and clear communication, especially in high-stress or urgent situations.
• Attention to detail and organizational skills to ensure accurate data entry.
• Problem-solving skills with a patient-centered approach.
• Ability to maintain patient confidentiality in compliance with healthcare regulations (e.g., HIPAA).
• Flexibility and adaptability in responding to the needs of a fast-paced hospital environment.
• Ability to collaborate with medical teams and other hospital departments effectively.

Skills and Educational Qualifications:

• High school diploma or equivalent (healthcare-related qualification is an advantage).
• Prior experience in a call center or healthcare customer service role is preferred.
• Strong understanding of medical terminology and hospital services.
• Excellent verbal communication and active listening skills.
• Proficiency in using hospital information systems and CRM software.
• Ability to multitask and handle high call volumes while maintaining a calm demeanor.
• Empathy, patience, and ability to handle sensitive situations involving patient health.
• Knowledge of hospital policies and procedures.

Behavioral Competencies

• Empathy and Compassion
• Emotional Intelligence
• Active Listening
• Adaptability and Flexibility
• Communication Skills
• Patience
• Attention to Detail
• Problem-Solving