Customer Service Representative

The ideal candidate will be a skilled communicator, able to effectively manage patient intake and provide exceptional customer service in a fast-paced environment.

Key Responsibilities:

• Frontline Patient Communication: Answer and manage intake phone calls from patients in a friendly, professional manner, acting as a remote receptionist. Provide a warm welcome, calmly reassure patients in urgent or stressful situations, and collect initial information with empathy and efficiency.
• Patient Information Gathering: Obtain and record detailed client information, including personal details, location, and a summary of symptoms or chief complaints. Listen actively to understand the patient's condition and ask clarifying questions to ensure accurate information for the medical team. Maintain confidentiality and sensitivity when handling personal health information.
• Appointment Scheduling: Quickly assess the urgency of the patient's needs and schedule same-day or urgent appointments accordingly. Coordinate appointment times by matching patient availability with on-call doctor schedules. Input all details into the scheduling system (EMR or CRM) with a high degree of accuracy.
• Doctor Coordination: Determine and assign the appropriate doctor for each case based on the patient's symptoms, location, and timing. Use our internal roster and location mapping to identify the best-suited doctor (e.g., closest available or relevant specialty) for a home visit or remote consultation. Communicate promptly with the doctor to confirm their availability and provide them with necessary patient details.
• Communication & Follow-Up: Send out confirmation details and informative follow-ups to patients and doctors. This includes emailing appointment confirmations, service overviews, and links for prepaid payments or telehealth sessions. Ensure patients know what to expect (e.g., doctor's ETA, how to join a video call, preparation instructions) and that doctors have the info needed (e.g., patient address, brief medical summary).
• Post-Appointment Follow-Up: After each appointment, reach out to patients to confirm their issue was addressed and they are satisfied with the service. Likewise, follow up with doctors to verify the visit was completed successfully. Document any outcomes or feedback. Address any additional patient needs or questions that arise post-visit (such as prescription follow-ups or further referrals, by directing to the appropriate channels).
• Issue Resolution & Troubleshooting: Proactively manage and resolve logistical issues that may occur during the intake or appointment process. This can include handling scheduling conflicts or delays, resolving missed connections between patient and doctor (e.g. if a patient cannot locate the doctor or vice versa), and troubleshooting technical difficulties such as telehealth link problems or payment processing issues. Work quickly to find solutions, involving on-call managers or tech support if needed, to minimize disruption to care.
• Shift Handover: Collaborate closely with other intake specialists during shift overlaps to ensure a smooth handoff of any in-progress cases. Provide clear, concise updates on pending appointments, patient situations, or issues to watch, so the next team member is fully briefed. Likewise, review handover notes from the prior specialist at the start of your shift. This teamwork is critical for maintaining continuity of service across our 24/7 operations.
• Administrative Tasks: Maintain organized records of all interactions in the system. Update patient profiles with relevant intake notes, ensure payment links and transactions are logged, and flag any incidents or special cases for management review. Continuously uphold Doctor2Me's standards for data accuracy, confidentiality (HIPAA compliance), and responsive customer service in all tasks. Requirements:
  • 1+ years of experience in a customer service, patient intake, or call center role. While healthcare industry experience is beneficial, it is not required for this position. Exposure to urgent care, emergency services, or telehealth environments is a plus, but candidates with strong customer service backgrounds from any industry are encouraged to apply.
  • Excellent communication skills, including fluent English proficiency, with a clear speaking voice and strong written communication. Able to convey information calmly and effectively to patients who may be anxious or in distress. Active listening skills and a patient, empathetic telephone demeanor are a must.
  • A genuine passion for helping people and providing outstanding service. Empathy, patience, and professionalism in every interaction – you make callers feel comforted and confident that they are in good hands. Culturally sensitive and able to build trust with a diverse patient population.
  • Exceptional multitasking and organizational abilities. Capable of juggling multiple incoming calls, scheduling tasks, and follow-ups without dropping details. Strong time-management to prioritize urgent situations appropriately.
  • Comfortable using technology to facilitate workflow. Experience with electronic medical record (EMR) systems, scheduling software, or CRM tools is preferred. Able to quickly learn Doctor2Me's internal platforms for appointment booking and documentation. Proficiency with email and basic Office/Google Suite. Ability to troubleshoot minor tech issues independently.
  • Critical thinking and quick decision-making skills to effectively match doctors with patients and resolve any scheduling or logistical conflicts. Resourceful and able to stay calm under pressure when emergencies arise, ensuring timely solutions.
  • Meticulous in recording patient information, scheduling details, and follow-up notes correctly. Committed to accuracy to avoid mistakes in appointment times, contact info, or billing details.
  • Ability to work as part of a remote team, communicating with colleagues and doctors across time zones. Reliable and punctual for your shifts, especially given the need for seamless handovers. Willing to support teammates by being flexible with shift adjustments when needed.
  • Comfortable working in a fast-paced, 24/7 operational environment. Willingness to continuously learn about Doctor2Me's services, coverage areas, and any new tools or protocols. Open to feedback and training to improve service quality.
  • A dependable high-speed internet connection and a quiet, professional environment for taking calls. You must have the necessary hardware (computer, headset) to perform the job without interruptions. Self-discipline to work remotely and follow U.S. timezone hours reliably.

Benefits:

• Gain valuable experience in patient intake and customer service in a dynamic, growing company.
• Develop strong communication and problem-solving skills through interactive training and real-world scenarios.
• Collaborate with a dedicated team of professionals who share your passion for delivering exceptional service.

Others:

• Opportunities for advancement and career growth within the company.
• Competitive compensation package.
• Comprehensive benefits program.