[ref. a67718322] DashBPO | Customer Service Agent | Patient Follow-Up & Appointment Scheduling | US Hours | Cape Town

Job Summary:

schedule follow-up appointments with a Nurse Practitioner. This role plays a critical part in

ensuring continuity of care and improving patient outcomes by proactively managing post discharge follow-up scheduling. The agent will handle both inbound and outbound calls, provide accurate appointment details, and document all interactions within the system.

Key Responsibilities:

• Outbound Calls: Proactively reach out to discharged patients to schedule follow-up

• Inbound Calls: Handle incoming calls from patients needing assistance with

• Appointment Coordination: Work with the clinical scheduling system to book,

• Patient Education: Provide clear and compassionate information regarding the

• Documentation: Accurately record call details, patient preferences, and

• Compliance & Confidentiality: Adhere to HIPAA regulations and company policies

• Escalation Management: Identify and escalate urgent medical concerns or patient

• Customer Service Excellence: Deliver a warm, empathetic, and professional

• Collaboration: Coordinate with medical offices, Nurse Practitioners, and

administrative staff to ensure seamless scheduling.

Required Qualifications:

• Education: High School Diploma or GED required; Associate’s or Bachelor's degree

• Experience: 1-2 years of experience in a call center, healthcare, or customer service

• Technical Skills: Experience with scheduling software and electronic health records

• Communication Skills: Excellent verbal and written communication skills. Strong

• Soft Skills: Patient and empathetic demeanor, especially when speaking with

attention to detail and accuracy in data entry.

Preferred Qualifications:

• Previous experience in healthcare call centers, patient engagement, or medical

• Familiarity with HIPAA compliance and medical terminology