Call Center Agent – Patient Care Services at ConSol Limited

We are hiring a Call Centre Agent with a healthcare background to serve as the first point of contact for patients seeking care across our integrated service lines, including dispatch care, telemedicine, 24/7 mini clinic, and care test diagnostics.

The ideal candidate will have a solid understanding of healthcare operations and demonstrate empathy,  efficiency, and professionalism in assisting patients with their care needs.

Key Responsibilities 

• Answer and triage inbound calls from patients with varying health concerns or service requests. 
• Assess caller needs and guide them to the appropriate service pathway (e.g., dispatch unit, telemedicine consult, diagnostics testing, or mini clinic visit). 
• Use clinical judgment to recognize urgent cases and escalate appropriately. 
• Schedule appointments, manage referrals, and provide accurate service information. 
• Navigate and update patient records using electronic health systems (EHR/EMR). 
• Coordinate with clinical, diagnostics, and mobile care teams to ensure timely and accurate service delivery. 
• Provide clear instructions to patients on virtual visit protocols and test preparation, as needed. 
• Ensure every patient interaction is documented, confidential, and compliant with data privacy standards (e.g., HIPAA or local regulations). 
• Participate in quality control and process improvement activities to enhance the patient call experience.

Qualifications 

Educational Background: 

• Diploma or degree in Nursing, Health Information Management, Public Health, or related healthcare field.

Experience: 

• Minimum of 1–2 years working in a healthcare environment (hospital, clinic, HMO, or diagnostics centre). 
• Prior experience in a medical call centre, dispatch coordination, or telehealth setting is highly preferred.

Technical Skills: 

• Proficiency with healthcare software such as EMR/EHR platforms. 
• Strong phone etiquette, data entry skills, and familiarity with call centre tools. 
• Ability to multitask in a fast-paced, high-volume environment. 

Soft Skills 

• Excellent communication and interpersonal skills.
• Empathetic and patient-focused demeanour. 
• Strong problem-solving ability and critical thinking. 
• Comfortable working in a structured and metrics-driven environment. 
• Willingness to work night shifts, weekends, and holidays as needed.

Why Join Us? 

• Be part of a mission-driven organization transforming patient care delivery. 
• Work in a supportive, tech-enabled environment with opportunities for career growth. 
• Play a critical role in helping patients access timely and life-saving care services