Job Summary: As a Call Center Operator, you will provide telephone and chat support, schedule exams, and clarify patient inquiries, always prioritizing excellence and customer satisfaction. Key Highlights: 1. Telephone and chat support for scheduling exams and answering questions. 2. Guidance on exam preparations and laboratory procedures. 3. Assistance in organizing appointment schedules and service logistics. Hemoclin Group, a reference provider of clinical laboratory services, is seeking a dedicated and communicative professional to join our team as a **Call Center Operator**. The professional will be responsible for handling telephone calls from patients, scheduling exams, providing information about services, and clarifying inquiries—all while upholding excellence in service delivery and ensuring customer satisfaction. **Responsibilities:** * Provide telephone and chat support to patients for exam scheduling and inquiry resolution. * Offer guidance on exam preparations and explain laboratory procedures. * Update patient registration data in the clinic’s system. * Monitor scheduled appointments and confirm patient attendance for exams. * Support the organization of appointment schedules and service logistics. * Ensure service excellence by adhering to the clinic’s quality standards. **Requirements:** * Completed high school education. * Prior experience in call centers or customer service (experience in healthcare is preferred). * Clear and concise communication skills, with emphasis on empathetic, human-centered service. * Ability to work under pressure and meet productivity targets. * Basic computer literacy and proficiency with customer service tools (experience with patient management systems is a plus). * Strong organizational skills and attention to detail. **Main Activities:** * **Telephone Support:** Handle patient calls regarding exam scheduling, providing detailed information on procedures, available time slots, and general instructions. * **Exam Scheduling:** Schedule laboratory exams according to clinic availability and patient needs. * **Inquiry Resolution:** Provide telephone support to resolve patient questions related to clinic services, types of exams, required preparations, and result turnaround times. * **Registration Data Updates:** Ensure patient information—including name, phone number, address, and health insurance details—is accurate and up-to-date in the system. * **Appointment Confirmation:** Contact patients to confirm their attendance for scheduled exams, minimizing no-shows and last-minute cancellations. * **Request Escalation:** Direct patients to relevant departments as needed—e.g., billing, technical support, or medical staff—based on their requests. * **Administrative Support:** Assist in organizing the exam schedule and optimizing internal clinic processes to ensure timely and efficient service delivery. * **Call and Information Logging:** Maintain detailed records of all interactions, ensuring accuracy and timeliness of data entry into the clinic’s management system. * **Service Promotion:** Adopt a consultative approach by informing patients about additional clinic services that may interest them—such as complementary tests and special packages.
João Silva
Indeed · HR
João Silva
Indeed · HR
