Cca3

2 days ago

Quezon City, National Capital Region, Philippines Magellan Solutions Full time ₱15,000 - ₱30,000 per year


BASIC FUNCTIONS:

INBOUND AGENTS

  • Answers calls and takes messages for different
  • departments
  • Do warm transfer to different departments
  • Schedules, re-schedules and cancels appointments
  • Answers medical prescription queries like I need a refill and I did not get a prescription. Agent will gather callers name, phone number and reason for calling and transfer it to the appropriate department Calls receptionist for patients who are calling for Doctors advise
  • Answers insurance questions related to the service.
  • 1. Informs patient to call their insurance directly
  • 2. Informs patient to go the clinic directly to get
  • information.
  • Calls patients who have visited previous day to conduct survey like calls

OUTBOUND AGENTS

  • Works on Jellybean Tasks (Office Visits/Referrals/Web Encounters)
  • Handles B2B and B2C clients
  • Calls prio & regular missed calls
  • Calls patients who cancelled, rescheduled appointment & patients with invalid response 
  • Follow-up Labs
  • Callback Immigration & CDL Calls

BACK OFFICE AGENTS

  • Inbound/Outbound agents shall be able to do chat & attend to emails, send text messages using the tool of the client.

KEY RESULT AREAS:

  • Attendance
  • QA Score
  • AHT
  • Behavior
  • Answer Rate

COMPETENCIES NEEDED:

- Excellent in oral and written communication skills
- Ability to multitask
- Ability to learn and understand processes required for
- the account.
- Can manage Targets without compromising quality.
- Very detail oriented
- Flexibility to schedule & task is a must.

QUALIFICATIONS:
- College Graduate or at least college level
- Good communication, analytical, and organizational skills
- With customer service experience
- Keen attention to details
- No Attendance Issue
- Computer Literate
- Must be able to prioritize and complete assigned tasks
- Resourceful & passionate about people.
- Chat & Email experience is a plus.
- Flexible & willing to work under pressure.


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