Call Center Agent

The Call Center Agent answers incoming calls from patients who want to book, change or 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 patients about their appointments.

This role also involves making sales or recommendations for doctor services that may better suit patient needs. The agent will take part in training and other learning opportunities to expand knowledge of the company and the position.

Maintain a positive, empathetic, and professional attitude toward patients on the phone at all times.

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, escalates priority issues and report to the 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 skill; strong problem‑solving skill.
• ERP knowledge, preferably SAP functional skills, are a requirement to be successful in this role.

1-2 years

Agility

Leadership

Quality

Resilience

Direct Customer Interface L2

Customer Service L2

Patient Communication and Customer Service L2

Root Cause Analysis & Problem Solving L2