Customer Service Representative – Healthcare

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Conduct outbound calls to patients and/or their family members.

• Introduce yourself and clearly articulate the aim of the call.

• Describe the program, detailing what it entails and what the patient or family can anticipate.

• Address basic inquiries and provide precise and accurate information within the scope of the position.

• Establish rapport with patients and families while communicating in a respectful and professional manner.

• Follow up with patients and families who have not yet completed the necessary consent process.

• Make multiple follow-up attempts as needed.

• Clearly describe the consent process to patients and/or authorized family members.

• Obtain verbal consent in compliance with company protocols.

• Distribute appropriate consent forms for completion and signature.

• Follow up to ensure that consent forms are filled out and returned.

• Confirm that all required information and signatures have been received.

• Keep accurate records of consent status.

• Escalate any questions, concerns, or issues that require clinical or management attention.

• Maintain an organized spreadsheet that tracks the entire consent process.

• Ensure patient records and consent statuses are accurate and current.

• Monitor each patient from initial contact through to completed consent.

• Document call attempts, successful contacts, follow-ups, and pending documentation.

• Keep track of outstanding consent forms and proactively follow up.

• Ensure that no patient or consent documentation is overlooked.

• Organize and maintain digital documentation and files.

• Provide regular updates to management regarding progress, outstanding consent, and necessary follow-ups.

⛳️ Requirements

• Prior experience in healthcare administration, patient coordination, customer service, outbound calling, or a similar role is preferred.

• Must be comfortable making a high volume of outbound calls.

• Excellent verbal and written communication skills.

• Confident and professional telephone demeanor.

• Comfortable engaging with patients and family members.

• Ability to convey information clearly and in an easily understandable manner.

• Professional, patient, and compassionate approach when interacting with patients and families.

• Strong organizational and administrative abilities.

• Excellent attention to detail.

• Proficient in working with spreadsheets and online systems.

• Ability to accurately track multiple patients, calls, documentation, and follow-ups.

• Strong time-management skills.

• Dependable and consistent in follow-through.

• Ability to work independently and manage an assigned workload.

• Strong capability to prioritize tasks and ensure that outstanding items are addressed.

• Availability to work US Hours (9am–5pm EST).

🏝️ Benefits

• Competitive salary and benefits package.

• Opportunities for professional development and growth.

• Supportive work environment with a focus on teamwork.