Call Center Agent

Job Summary

The Call Center Agent answers incoming calls from patients who want to book/change/cancel appointments, respond to inquiries, manage complaints, and provide general information. They will be a member of the primary contact team for patients interested in the services we offer and will be responsible for assisting them over the phone. They will also remind/ follow‑up with the patients about their appointments.

This role also to make sales or recommendations for doctor services that may better suit patient’s needs. Take part in training and other learning opportunities to expand knowledge of the company and position.

Maintain a positive, empathetic, and professional attitude toward patients on the phone always.

Answer phones from patients professionally and respond promptly to patient inquiries and complaints.

Handle and resolve patient complaints.

Follow up and remind the patients.

Research required information using available resources.

Provide patients with the SAC’s services information.

Identify, elevate priority issues and report to Marketing & Business Development Manager.

Route inbound calls to the appropriate resources.

Communicate and coordinate with colleagues, as necessary.

Other duties as assigned.

• Strong phone and verbal communication skills along with active listening.
• Customer focus and adaptability to different personality types.
• Ability to multi‑task, set priorities and manage time effectively.
• Excellent management, organization, and time management skills.
• Strong problem‑solving skill.
• ERP knowledge preferably SAP functional skills are a requirement to be successful in this role.

1-2 years

• Resilience
• Agility
• Quality
• Regulatory Compliance L1
• Leadership Direct Customer Interface L1
• Communication Strategies L1
• Administrative Services L1
• Computer Literacy L1

• Diploma in any related field
• Certificate in any related field