Job Description Summary:
The Call Center Representative serves as the primary contact for patients and prospective clients via phone and other communication platforms. Key responsibilities include:
- Managing Incoming Calls: Answering inquiries about clinic services, scheduling, and policies.
- Scheduling Appointments: Booking, canceling, and rescheduling patient visits.
- Handling Complaints: Resolving minor issues and escalating serious concerns.
- Coordinating with Medical and Administrative Staff: Communicating schedule changes and ensuring smooth operations.
- Providing Customer Support: Assisting patients with directions, billing questions, and pre-visit preparations.
- Performing Administrative Duties: Updating records, logging interactions, and generating reports.
- Managing Cancellations and No-Shows: Ensuring adherence to clinic policies.
- Promoting Clinic Services: Educating patients on available treatments and recommending additional services.
Job Requirements:Qualifications:Minimum of a university degreeKnowledge of physiotherapy procedures is an advantage.Experience:Prior experience in a call center, healthcare office, or customer service.Familiarity with Electronic Health Records (EHR) and scheduling software preferred.Excellent computer and English skillsKey Skills:Communication: Strong verbal and written skills.Customer Service: Patient-centered approach with empathy.Organization & Time Management: Ability to multitask in a fast-paced environment.Technical Skills: Proficiency in scheduling software, EHR, and Microsoft Office.Problem-Solving: Quick assessment of complaints and resolution skills.Attention to Detail: Accuracy in data entry and scheduling.Adaptability: Ability to handle last-minute changes and work under pressure.