About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><u><b>Job Summary</b></u></H2> </div><div><p><span style="font-size:12.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span>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.</span></span></span></p> <p><span style="font-size:12.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span>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 company and position.</span></span></span></p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><u><b>Job Responsibilities 1</b></u></H2> </div><div><div><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Maintain a positive, empathetic, and professional attitude toward patients on the phone always.</span></span></span></div> <p style="margin-bottom:11.0px"><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Answer phones from patients professionally and respond promptly to patient inquiries and complaints.</span></span></span></p> <p style="margin-bottom:11.0px"><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Handle and resolve patient complaints.</span></span></span></p> <p style="margin-bottom:11.0px"><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Follow up and reminder the patients.</span></span></span></p> <p style="margin-bottom:11.0px"><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Research required information using available resources.</span></span></span></p> <p style="margin-bottom:11.0px"><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Provide patients with the SAC’s services information.</span></span></span></p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><u><b>Job Responsibilities 2</b></u></H2> </div><div><p style="margin-bottom:11.0px"><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Identify, escalate priority issues and report to Marketing & Business Development Manager.</span></span></span></p> <p style="margin-bottom:11.0px"><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Route inbound calls to the appropriate resources.</span></span></span></p> <p style="margin-bottom:11.0px"><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Communicate and coordinate with colleagues, as necessary.</span></span></span></p> <p style="margin-bottom:11.0px"><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Other duties as assigned.</span></span></span></p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Additional Responsibilities 3</b></H2> </div><div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><u><b>Job Knowledge & Skills</b></u></H2> </div><div><p style="text-align:justify">• 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</p> <p style="text-align:justify">• ERP knowledge preferably SAP functional skills are a requirement to be successful in this role.</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><u><b>Job Experience</b></u></H2> </div><div><p><span style="font-size:10.0pt"><span style="font-family:'Calibri', sans-serif">1-2 years</span></span></p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><u><b>Competencies</b></u></H2> </div><div><div>Resilience</div><div>Agility</div><div>Quality</div><div>Regulatory Compliance L1</div><div>Leadership</div><div>Direct Customer Interface L1</div><div>Communication Strategies L1</div><div>Adminstrative Services L1</div><div>Computer Literacy L1</div><div>AI Fluency</div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><u><b>Education</b></u></H2> </div><div><div>Diploma in any related field</div><div>Certificate in any related field</div></div></div></div>