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JOB DESCRIPTION - CONTACT CENTER AGENT

LOCATION: Morne Rouge, The Lime, Grenada

REPORTS TO: Contact Center Manager

OBJECTIVES:

Be customer-focused, detail-oriented, and efficient. Work closely with other team members to provide professional, courteous, and efficient service to the patients of Appletree Medical Group (AMG) by answering and making calls, updating and maintaining patient information in the Electronic Medical Record (EMR), and using the established scripts and procedures. Seek to provide accurate information to patients and create a positive experience for each caller. Listen to patients to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response. Be polite, reliable, knowledgeable, and adaptable.

PRIMARY RESPONSIBILITIES:

The Contact Center Agent will be fully trained and responsible for the following:

Answer incoming calls within the established service levels.
Respond to incoming calls, which may include but are not limited to:
- General inquiries.
- Providing patients with information about our operational policies, physician availability, and clinic locations.
- Booking, confirming, and rescheduling appointments.
- Re-sending documents (prescriptions, sick notes, etc.).
- Billing inquiries.
- Escalating issues that require action by a Medical Doctor.
- Virtual-related tasks.
Make outbound calls, which include but are not limited to:
- Reminding patients of upcoming appointments.
- Inviting patients to present at the clinic as requested by the physician.
- Informing patients of upcoming specialist appointments.
- Using the appropriate scripts for each call and scenario.
Manage calls efficiently, keeping them within the established Average Handling Time.
Gain a thorough understanding of the Electronic Medical Record (EMR).
Record and document relevant patient contact.
Record the reason each call was handled.
Maintain a positive, empathetic, and professional attitude toward customers at all times.
Engage in active listening with patients, confirming or clarifying information and diffusing angry patients, as needed.
Communicate and coordinate with team members and escalate matters as necessary to your supervisor.
Strive to meet or exceed contact center metrics while providing an excellent, consistent level of customer service.
Perform other related duties as assigned.

ADDITIONAL RESPONSIBILITIES:

Attend and participate in training and other learning opportunities to expand your knowledge of the company, workflow, and position.
Adhere to all company policies and procedures.
Make recommendations for product or service improvements.
Share knowledge with new Contact Center Agents.

REQUIRED SKILLS AND COMPETENCIES:

Exceptional customer service, active listening, and verbal and written communication skills.
Professional phone etiquette, voice, and tone.
Exceptional call-handling skills.
Strong understanding of company products, services, and policies.
Decisiveness and attention to detail.
Ability to work effectively in a team and independently.
Mature, polite, enthusiastic, positive, and respectful of others.
Efficient and effective work habits.
Committed, reliable, and flexible concerning work schedules.
Passionate about personal learning, training, and ongoing development.
Ability to effectively follow assigned procedures for various scenarios.

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