Contact Centre Agent

Reporting to the Contact Centre Operations Manager, the selected candidate will be responsible for receiving and managing incoming calls, medical appointment booking, and providing clear and compassionate guidance to callers in distress.

What you will be doing?

Manage incoming calls across all communication channels, ensuring prompt and professional responses.

Schedule medical appointments efficiently and accurately in our system.

Direct calls to the appropriate resources, including doctors, secretaries, or other staff members.

Follow up customer calls where applicable.

Acknowledge and record patient complaints.

Conduct outbound calling activities (PSAT, cross-selling, new products/services, etc).

Record and address patient complaints, ensuring that all concerns are documented and escalated as necessary.

Update patient information in the system, ensuring records are accurate and up to date.

Use available resources to research and resolve caller queries.

Maintain accurate documentation of all calls in accordance with standard operating procedures using the case management tool.

What are we looking for?