Call Center Representative at Deskmayte

Deskmayte is a virtual support team based in Lugbe Abuja, dedicated to empowering patient care and enhancing healthcare services. They offer virtual assistance services tailored for healthcare providers, focusing on efficiency, professionalism, and compassionate assistance. Their experienced virtual assistant agents are trained in healthcare and HIPAA laws to provide compassionate patient booking, efficient appointment management, personalized patient outreach, and HIPAA-compliant support.

We are recruiting to fill the position below:

Job Title: Call Center Representative

Location: Lugbe, Abuja (FCT)
Employment Type: Full-time

Job Description

• As a Call Center Representative, you will be the first point of contact for patients seeking medical assistance and information.
• You will play a crucial role in ensuring that patients receive timely and accurate guidance, support, and access to healthcare services.
• This position requires excellent communication skills, empathy, and a strong commitment to customer service while working from our office location in Abuja.

Responsibilities

• Handle Inbound and Outbound Calls: Receive and manage incoming calls from patients, healthcare providers, and other stakeholders. Additionally, initiate outbound calls to follow up on patient inquiries, appointments, and other healthcare-related matters.
• Provide Information and Assistance: Address patient inquiries regarding appointments, medical services, insurance coverage, and general healthcare information.
• Schedule Appointments: Coordinate and schedule appointments for patients with healthcare providers, ensuring efficient utilization of resources and timely access to care.
• Handle Insurance Authorization: Assist patients in navigating insurance procedures, including obtaining pre-authorizations for medical services and verifying insurance coverage.
• Patient Registration: Accurately register new patients and update existing patient information in the electronic medical records system.
• Triage Calls: Assess the urgency of patient inquiries and prioritize accordingly, directing urgent matters to appropriate medical personnel.
• Follow-Up: Conduct follow-up calls with patients to ensure satisfaction, gather feedback, and address any concerns or issues.
• Maintain Confidentiality: Adhere to strict confidentiality guidelines and protect patient privacy in accordance with healthcare regulations.
• Documentation: Maintain detailed and accurate records of all patient interactions, inquiries, appointments, insurance authorizations, and follow-up activities.
• Collaborate with Healthcare Team: Work closely with healthcare providers, nurses, and administrative staff to coordinate patient care and support multidisciplinary teamwork.

Qualifications

• Previous experience in a healthcare or customer service role is an added advantage.
• Excellent communication skills are essential, including patience, empathy, and active listening skills.
• Strong communication and interpersonal skills with the ability to articulate ideas clearly.
• Experience managing inbound and outbound calls in a professional setting.
• Ability to work effectively in a fast-paced environment, including rotational day and night shifts.
• Ability to work both independently and collaboratively with a team.
• Fluency in English and excellent writing skills.

Preferred Skills:

• Background in healthcare-related services or virtual support.
• Knowledge of HIPAA compliance and healthcare processes (training will be provided if necessary).
• Data-driven approach to analyzing and improving marketing and sales performance.

Salary
N150,000 - N170,000 per month.

Application Closing Date
7th April, 2025.

How to Apply
Interested and qualified candidates should send their CV to: deborah@codelabprojects.com using the Job Title as the subject of the mail.

Note: This is an Onsite role. Only candidates living around Lugbe, Airport Road and Galadimawa environs in Abuja will be considered.

Application Question(s)

• Are you available to start immediately?
• Where in Abuja do you live? (If you do not answer this question, your application will not be considered)
• Have you completed your NYSC?
• Are you available to work night shifts?