Call Centre Agent

Job Title: Call Centre Agent

Location: Lugbe, Abuja (FCT)

Employment Type: Full-time (On-site) THIS IS NOT A REMOTE JOB!

Salary: 185,000 naira

As a Call Center Representative, you will be the first point of contact for patients seeking medical assistance and information. You will play a crucial role in ensuring that patients receive timely and accurate guidance, support, and access to healthcare services. This position requires excellent communication skills, empathy, and a strong commitment to customer service while working from our office location in Abuja.

Responsibilities:

• Handle Inbound and Outbound Calls: Receive and manage incoming calls from patients, healthcare providers, and other stakeholders. Additionally, initiate outbound calls to follow up on patient inquiries, appointments, and other healthcare-related matters.
• Provide Information and Assistance: Address patient inquiries regarding appointments, medical services, insurance coverage, and general healthcare information.
• Schedule Appointments: Coordinate and schedule appointments for patients with healthcare providers, ensuring efficient utilization of resources and timely access to care.
• Handle Insurance Authorization: Assist patients in navigating insurance procedures, including obtaining pre-authorizations for medical services and verifying insurance coverage.
• Patient Registration: Accurately register new patients and update existing patient information in the electronic medical records system.
• Triage Calls: Assess the urgency of patient inquiries and prioritize accordingly, directing urgent matters to appropriate medical personnel.
• Follow-Up: Conduct follow-up calls with patients to ensure satisfaction, gather feedback, and address any concerns or issues.
• Maintain Confidentiality: Adhere to strict confidentiality guidelines and protect patient privacy in accordance with healthcare regulations.
• Documentation: Maintain detailed and accurate records of all patient interactions, inquiries, appointments, insurance authorizations, and follow-up activities.
• Collaborate with Healthcare Team: Work closely with healthcare providers, nurses, and administrative staff to coordinate patient care and support multidisciplinary teamwork.

Qualifications

• Previous experience in a healthcare or customer service role is an added advantage.
• Excellent communication skills are essential, including patience, empathy, and active listening skills.
• Strong communication and interpersonal skills with the ability to articulate ideas clearly.
• Experience managing inbound and outbound calls in a professional setting.
• Ability to work effectively in a fast-paced environment, including rotational day and night shifts.
• Ability to work both independently and collaboratively with a team.
• Fluency in English and excellent writing skills.

Preferred Skills:

• Background in healthcare-related services or virtual support.
• Knowledge of HIPAA compliance and healthcare processes (training will be provided if necessary).
• Data-driven approach to analyzing and improving marketing and sales performance.

Application Question(s):

• Are you available to start immediately?
• Where in Abuja do you live? (If you do not answer this question, your application will not be considered)
• Have you completed your NYSC?
• Are you available to work night shifts?

Job Type: Full-time

Pay: ₦185,000.00 per month

Application Question(s):

• Where in Abuja do you stay?
• Are you available to work night shifts?
• Are you available to start immediately?