About this role
Be the calm, clear voice patients hear when they call their doctor's office in the United States.
You'll be the first point of contact for patients calling a U.S. urology practice at the referral of their Primary Care Provider. Most calls are practical — booking, moving, or canceling an appointment, a prescription refill, a question about the patient portal. Some are not practical at all: someone is unwell, worried, or has already been passed around. Those are the calls that matter most, and the ones we train you to handle well.
What You'll Do:
- Answer inbound patient calls within the first 5 seconds and work through what they need
- Create, reschedule, and cancel patient appointments
- Coordinate with onshore and offshore office staff to resolve patient issues
- Check patient charts for physician feedback and follow-up instructions
- Register new patients and keep patient records accurate
- Handle prescription refill requests and keep pharmacy and patient details current
- Send clear messages to the doctor, office manager, or clinic for anything a provider needs to answer
- Help patients who are stuck with the patient portal, including document uploads
- Verify medical insurance through the practice management (PM) system
- Keep an accurate note of every call
Requirements
What You Need:
- English at CEFR B2 or above, verbal and written — you will be assessed on this. This role supports English-speaking U.S. patients exclusively
- Secondary school completed
- 1 year or more in customer service or scheduling, in any industry
- Excellent verbal communication and active listening skills
- Proven ability to meet KPI goals and performance metrics
- Comfortable navigating multiple computer systems while holding a conversation
- Flexibility to work evenings, weekends, and holidays as needed
Nice to Have:
- Experience in a medical, contact center, pharmacy, or insurance setting
- Any exposure to U.S. healthcare or insurance vocabulary
Benefits
What We Offer:
- A growth/performance bonus on top of your base pay, tied to quality and productivity
- Ongoing coaching from your supervisor to help you grow within Dash BPO
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