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Call Center Representative/ Healthcare Background

8 months ago

Dubai, United Arab Emirates Alleanza Healthcare LLC Full time

**Patient Support and Assistance**:

- Answer incoming calls from patients seeking information about healthcare services, appointments, prescriptions, and medical conditions.
- Provide guidance and assistance to patients in navigating healthcare systems, including finding healthcare providers, scheduling appointments, and accessing medical records.
- **Healthcare Information and Education**:

- Offer accurate and relevant information to patients regarding medical conditions, treatment options, medications, and preventive care measures.
- Educate patients about healthcare resources, services, and programs available to them, including insurance coverage and financial assistance options.
- **Appointment Scheduling and Follow-Up**:

- Assist patients in scheduling, rescheduling, or canceling appointments with healthcare providers, clinics, or medical facilities.
- Conduct follow-up calls to remind patients of upcoming appointments, provide preparation instructions, and address any questions or concerns.
- **Medical Records Management**:

- Handle requests from patients for access to their medical records, ensuring compliance with privacy and confidentiality regulations such as HIPAA (Health Insurance Portability and Accountability Act).
- Assist patients in updating personal information, medical history, and insurance details in their electronic health records (EHR) or patient management systems.
- **Insurance and Billing Support**:

- Address inquiries from patients regarding insurance coverage, claims processing, billing statements, and payment options.
- Provide clarification on insurance policies, coverage limitations, and out-of-pocket expenses, and assist patients in resolving billing disputes or discrepancies.
- **Clinical Support and Triage**:

- Perform basic clinical assessments over the phone, such as evaluating symptoms, assessing urgency, and providing appropriate advice or recommendations for further care.
- Follow established protocols for triaging calls and referring patients to healthcare providers or emergency services as needed.
- **Customer Service and Complaint Resolution**:Handle inquiries, complaints, and feedback from patients, caregivers, and family members with professionalism, empathy, and patience.
- Work to resolve issues promptly and escalate complex or urgent matters to appropriate channels for resolution.
- **Documentation and Reporting**:Maintain accurate and detailed records of all interactions with patients, including call logs, notes, and outcomes.
- Generate reports on call volumes, response times, and service quality metrics to monitor performance and identify areas for improvement.
- **Continuous Learning and Development**:

- Stay updated on healthcare policies, regulations, and industry best practices through ongoing training, workshops, and educational resources.
- Enhance communication skills, medical knowledge, and customer service techniques to deliver high-quality support to patients.