Spanish speaking Customer Service Agents - Cape Town -USA Hours

SUMMARY:
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POSITION INFO:

About the Role:

We are looking for Spanish Spoken Customer Representatives that will be the liaison between

our current and potential patients. In this role, you will be responsible for the accurate, timely

and efficient scheduling & triaging subsidiaries / sites. The successful candidate

demonstrates high attention to detail, and an ability to utilize excellent probing and call listening skills to address

and resolve patient needs. In this role, you will provide excellent customer service and a high level of reliability to

ensure we are delivering the highest possible quality service, in a positive professional manner.

The identification of Duties and Responsibilities does not display an exhaustive list of all duties that may be assigned

to this position, nor does it restrict the related work that may be assigned to this position.

WHAT YOU WILL BE WORKING ON:

• Coordinate/Schedule all physician schedules in an orderly fashion to ensure all appointments flow smoothly.
• Call patients to reschedule appointments as needed.
• Contact patients who may have not responded to their reminder calls and be assertive to ensure the appointment will be rescheduled (telemarketing).
• Type and distribute weekly doctor schedules to all medical/surgical offices and staff.
• Send information packets, mass mailing to all patients and/or offices when requested.
• Assure appropriate documentation is provided in each patient record.
• Assure incoming & outgoing clinical summaries and referrals are appropriately placed in the patient record.
• Ensure referrals are received as necessary by doctor or insurance.
• Triage calls properly to assure location doctor compliance.
• Must be willing and able to be on site 2-3 times per month for training and continuous education.
• Achieve Quality and NPS score requirements.
• Comply with all policies and procedures of the organization, including but not limited to standard operating procedures and Employee Handbook.
• Must be willing to work on an onsite setting in US hours.
• Perform various other duties as requested.

WHAT WILL MAKE YOU AWESOME:

• Able to handle multi-task work and manage time effectively in a fast-paced environment.
• Perseverance and excellent follow through.
• Customer-service experience.
• Problem-solving / critical thinking.
• Adaptability and assertiveness.

WHAT YOU KNOW:

To be successful in this role you should have the following experience or knowledge:

• Strong ability to work independently with limited oversight post-training
• Strong Listening and comprehension skills.
• Strong phone and verbal communication skills, including active listening.
• Excellent customer service and communication skills, including communication via email and text.
• Computer proficiency.
• Minimum of 2 years of medical and/or clinical experience (Essential).
• College Degree or College Diploma.