Contact Centre Agent / Supervisor at Ciuci Consulting

Responsibilities

• Receive incoming calls, emails, or online inquiries from patients and their families, providing information on appointments, medical procedures, and general inquiries related to the hospital's services.
• Schedule and confirm patient appointments, surgeries, and consultations while coordinating with various departments to ensure accurate scheduling.
• Verify and update patient insurance information, explaining coverage details and assisting with any pre-authorization requirements.
• Assist patients in obtaining medical records, test results, and other relevant information in compliance with privacy and confidentiality regulations.
• Provide basic health information, medication instructions, and post-procedure care guidelines to patients as directed by healthcare professionals.
• Route calls to the appropriate medical staff or departments, escalating urgent matters to nursing or emergency services as needed.
• Address patient inquiries regarding billing, payment plans, and financial assistance programs, providing clear and accurate information.
• Assist non-English-speaking patients by providing language interpretation services or coordinating interpreter services as necessary.
• Ensure accurate documentation of patient interactions, follow established protocols, and contribute to maintaining high-quality service standards.
• Monitor and strive to enhance patient satisfaction by addressing concerns, collecting feedback, and promoting a positive patient experience.
• Stay updated on hospital services, policies, and procedures through ongoing training, and contribute to training programs for new contact center agents.

Qualifications

• Must have at least 3 years experience on the role
• Must have excellent customer relation skills
• Good communication/presentation skills (both oral and written)
• Ability to communicate effectively in both oral and written English language
• Must be a team player, able to build and maintain effective.