Call Center Agent

Job Summary

The Call Center Agent serves as the primary communication link between patients, families, and New Leaf Medical Complex. The role involves managing high-volume inbound and outbound calls, coordinating appointments, providing accurate hospital service information, handling patient inquiries and complaints, and ensuring appropriate escalation of clinical concerns while maintaining strict patient confidentiality.

Key Responsibilities

• Patient & Call Management: Handle incoming and outbound calls professionally, managing high volumes while offering accurate details on hospital services, clinics, physicians, working hours, and procedures.
• Appointment Coordination: Schedule, confirm, reschedule, and cancel appointments while working closely with reception, nursing, and clinical departments to streamline patient flow.
• Patient Experience & Advocacy: Deliver compassionate, respectful service, listen actively to patient needs, handle service complaints gracefully, and align with NLMC’s culture of care.
• Healthcare Escalation & Safety: Recognize emergency situations, escalate urgent patient concerns to clinical teams immediately, and ensure no unauthorized medical advice is given.
• Documentation & Reporting: Maintain accurate records of calls, appointments, and complaints in hospital systems, protect patient privacy, and prepare daily activity reports.

Educational Qualification & Experience Requirements

• Education: Diploma or Bachelor's Degree in Nursing, Health Officer, Health Administration, Public Health, Management, Marketing, Customer Service, or a related field.
• Experience: 2 to 4 years of relevant customer service, call center, reception, or patient service experience (background in a hospital, medical center, or healthcare call center is strongly preferred).

Required Skills & Competencies

• Excellent telephone etiquette, active listening, and problem-solving abilities.
• Good grasp of basic medical terminology and hospital services.
• Strong computer literacy, data-entry skills, and familiarity with hospital information systems or CRMs.
• Ability to handle high-pressure environments, manage multiple tasks, and maintain professional confidentiality.
• Required Skill Tags: Communication.