Job Description

Roles & Responsibilities

Answer incoming phone calls from patients and handle their requests in a professional and timely manner. Perform outgoing calls based on assigned call lists and follow the approved scripts, protocols, and procedures. Assisting patients as necessary by taking actions to provide high level services according to their needs while always striving to exceed their expectations. Schedule, manage, and update patient appointments. Confirm appointments and follow up with patients when needed. Review daily tasks, communications, and pending follow-ups to ensure proper completion. Handle incoming and outgoing emails in accordance with internal procedures. Process faxes and ensure that all received information is properly reviewed and forwarded when needed. Control and follow up on the workflow of outsourcing projects to ensure that tasks are being completed accurately and on time. Coordinate with team members to ensure proper task distribution, follow-up, and case handling. Support the team in solving operational issues and maintaining a smooth workflow. Ensure that all team members follow the required quality standards, internal procedures, scripts, and service expectations. Prepare and send reports to the concerned Manager whenever required. Escalate urgent, sensitive, delayed, or unresolved cases to the concerned person or department. Execute any other job-related task requested by the concerned manager.