Call Center Agent at Lagoon Hospitals

The Call Center Agent is responsible for managing inbound and outbound calls to ensure patients, families, and healthcare providers receive timely and accurate information.

Job Responsibilities:

• Answer inbound calls from patients, families, and healthcare providers, providing information about hospital services, departments, and physicians.
• Schedule and confirm patient appointments, tests, and procedures.
• Assist patients with inquiries regarding hospital policies, insurance coverage, and billing processes.
• Triage calls and direct them to the appropriate department (e.g., ER, outpatient services, billing).
• Handle emergency and urgent calls, escalating issues to medical staff or emergency personnel as necessary.
• Follow hospital protocols for patient confidentiality and data protection.
• Maintain accurate records of patient interactions in the hospital’s CRM or appointment system.
• Provide assistance in pre-registration processes for patients prior to appointments or procedures.
• Support outbound call efforts for appointment reminders, patient follow-ups, or service feedback surveys.
• Follow communication procedures, guidelines, and policies.

Key Result Areas/Performance goals: 

• Professional and clear communication, especially in high-stress or urgent situations.
• Attention to detail and organizational skills to ensure accurate data entry.
• Problem-solving skills with a patient-centered approach.
• Ability to maintain patient confidentiality in compliance with healthcare regulations (e.g., HIPAA).
• Flexibility and adaptability in responding to the needs of a fast-paced hospital environment.
• Ability to collaborate with medical teams and other hospital departments effectively.

Skills and Educational Qualifications:

• High school diploma or equivalent (healthcare-related qualification is an advantage).
• Prior experience in a call center or healthcare customer service role is preferred.
• Strong understanding of medical terminology and hospital services.
• Excellent verbal communication and active listening skills.
• Proficiency in using hospital information systems and CRM software.
• Ability to multitask and handle high call volumes while maintaining a calm demeanor.
• Empathy, patience, and ability to handle sensitive situations involving patient health.
• Knowledge of hospital policies and procedures.

Behavioral Competencies

• Empathy and Compassion
• Emotional Intelligence
• Active Listening
• Adaptability and Flexibility
• Communication Skills
• Patience
• Attention to Detail
• Problem-Solving