Call Center Agent

Position Summary

New Leaf Medical Complex is seeking a professional, people centric, and service-oriented Call Center Agent to serve as a key communication point between patients, families, and the Medical Complex. The successful candidate will handle incoming and outgoing calls, provide accurate information about hospital services, support appointment scheduling, respond to patient inquiries, and ensure timely escalation of clinical or service-related concerns.Candidates with a medical or healthcare institutional background are highly preferred, as the role requires an understanding of basic healthcare terminology, hospital services, and appropriate patient communication.

Key Responsibilities

1. Patient & Call Management

• Receive and respond to incoming patient and visitor calls professionally.
• Provide accurate information regarding hospital services, clinics, physicians, working hours, and procedures.
• Manage high call volumes while maintaining a calm and courteous manner.
• Make outbound calls for appointment confirmation, follow-up, reminders, and patient communication.

2. Appointment & Patient Coordination

• Schedule, confirm, reschedule, and cancel patient appointments.
• Coordinate with reception, nursing, physicians, and relevant clinical departments.
• Provide patients with clear instructions regarding appointments and hospital services.
• Support smooth patient flow from initial contact to service delivery.

3. Patient Experience & Service Excellence

• Deliver compassionate, respectful, and professional communication.
• Listen carefully to patient concerns and provide appropriate assistance.
• Handle complaints and service concerns professionally and escalate issues when necessary.
• Maintain a patient-centered approach consistent with NLMC's service culture.

4. Healthcare Communication & Escalation

• Recognize situations requiring immediate referral to clinical or emergency teams.
• Avoid providing medical advice beyond the authorized scope of the position.
• Escalate urgent patient concerns according to established hospital procedures.
• Communicate accurately with clinical and administrative teams.

5. Documentation & Systems

• Record calls, inquiries, appointments, complaints, and follow-up actions accurately.
• Maintain confidentiality of patient information.
• Use hospital information, appointment management, CRM, and telephone systems effectively.
• Prepare daily and periodic call center activity reports.