Healthcare Dispatch, Customer Service Support

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

📋 Description

• Manage incoming calls and support patients with inquiries, registration, and intake processes

• Accurately record patient information and update records in relevant healthcare systems

• Ensure that patient details and necessary documentation are complete and current

• Coordinate and assign technicians based on appointment schedules, availability, locations, and service needs

• Oversee technician schedules and routes, making adjustments when appointments change or unforeseen issues arise

• Utilize routing platforms to organize daily tasks and ensure efficient travel between appointments

• Communicate schedule modifications and dispatch updates to technicians and internal teams

• Monitor pending appointments, delays, and scheduling challenges for necessary follow-up

• Schedule, confirm, and modify patient appointments

• Maintain precise records across various platforms

• Keep track of pending tasks and follow up on outstanding administrative responsibilities

• Facilitate communication among patients, technicians, and internal teams

• Assist in the transition to an integrated routing platform as new systems and processes are implemented

• Adhere to procedures for managing clinical information and escalate issues requiring clinical input

• Provide clear guidance and direct patients to the appropriate teams

• Ensure timely, professional, and respectful patient service

⛳️ Requirements

• Prior experience in healthcare administration, patient coordination, medical intake, dispatching, scheduling, or call-center operations

• Strong telephone communication and customer service abilities

• Exceptional data-entry accuracy and attention to detail

• Capability to coordinate multiple appointments, technicians, and competing priorities simultaneously

• Strong organizational and problem-solving skills

• Ability to quickly adapt when routes, schedules, or patient requirements change

• Comfortable working with various software platforms and learning new integrated systems

• Dependable follow-through and the ability to work independently

• Availability to work agreed shifts, including overnight hours and weekends

• Experience with eClinicalWorks (ECW), proprietary intake and dispatch platforms, Onfleet or similar routing software, integrated routing platforms, and communication tools is preferred

• Ability to communicate patiently and respectfully with patients from diverse backgrounds, including those with limited English proficiency

🏝️ Benefits

• Competitive salary and benefits package

• Opportunities for professional development and growth

• Supportive work environment with a focus on teamwork

• Flexible scheduling options