Customer Service Representative

Key Responsibilities:

Our remote intake specialists play a vital role in frontline patient communication. They answer and manage phone calls from patients, providing a warm welcome and reassuring them in urgent or stressful situations.

They collect initial information with empathy and efficiency, gathering detailed client data including personal details, location, and a summary of symptoms or chief complaints. With active listening skills, they ensure accurate information for the medical team and maintain confidentiality and sensitivity when handling personal health information.

Another crucial aspect is appointment scheduling. Specialists quickly assess the urgency of the patient's needs and schedule same-day or urgent appointments accordingly. They coordinate appointment times by matching patient availability with on-call doctor schedules and input all details into the scheduling system (EMR or CRM) with a high degree of accuracy.

In addition to these tasks, specialists determine and assign the appropriate doctor for each case based on the patient's symptoms, location, and timing. They use our internal roster and location mapping to identify the best-suited doctor for a home visit or remote consultation. Communication with the doctor is prompt, confirming their availability and providing necessary patient details.

Apart from these responsibilities, specialists 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. Ensuring patients know what to expect and doctors have the necessary information is essential.

After each appointment, specialists reach out to patients to confirm their issue was addressed and they are satisfied with the service. Likewise, they follow up with doctors to verify the visit was completed successfully. Any outcomes or feedback are documented, and additional patient needs or questions that arise post-visit are addressed.

Furthermore, specialists proactively manage and resolve logistical issues that may occur during the intake or appointment process. This includes handling scheduling conflicts or delays, resolving missed connections between patient and doctor, and troubleshooting technical difficulties such as telehealth link problems or payment processing issues.

Collaboration with other intake specialists during shift overlaps is critical for ensuring a smooth handoff of any in-progress cases. Clear, concise updates on pending appointments, patient situations, or issues to watch are provided, so the next team member is fully briefed.

We seek individuals with exceptional multitasking and organizational abilities, capable of juggling multiple incoming calls, scheduling tasks, and follow-ups without dropping details. Strong time-management skills are also necessary to prioritize urgent situations appropriately.

The ideal candidate will possess excellent communication skills, fluent English proficiency, and a clear speaking voice. Active listening skills and a patient, empathetic telephone demeanor are a must. A genuine passion for helping people and providing outstanding service is essential, along with culturally sensitive and able to build trust with a diverse patient population.

The successful applicant will be comfortable using technology to facilitate workflow, experience with electronic medical record (EMR) systems, scheduling software, or CRM tools is preferred. Ability to troubleshoot minor tech issues independently is also required.

Finally, we look for individuals with 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 is a must.