Customer Service Representative

Be the calm, clear voice patients hear when they call their doctor's office in the United States.

You'll be the first point of contact for patients calling a U.S. urology practice at the referral of their Primary Care Provider. Most calls are practical — booking, moving, or canceling an appointment, a prescription refill, a question about the patient portal. Some are not practical at all: someone is unwell, worried, or has already been passed around. Those are the calls that matter most, and the ones we train you to handle well.

What You'll Do:

• Answer inbound patient calls within the first 5 seconds and work through what they need
  
• Create, reschedule, and cancel patient appointments
  
• Coordinate with onshore and offshore office staff to resolve patient issues
  
• Check patient charts for physician feedback and follow-up instructions
  
• Register new patients and keep patient records accurate
  
• Handle prescription refill requests and keep pharmacy and patient details current
  
• Send clear messages to the doctor, office manager, or clinic for anything a provider needs to answer
  
• Help patients who are stuck with the patient portal, including document uploads
  
• Verify medical insurance through the practice management (PM) system
  
• Keep an accurate note of every call
  

Requirements

What You Need:

• English must be exceptional: verbal and written  you will be assessed on this. 'This role supports English-speaking U.S. patients exclusively
  
• Secondary school completed
  
• 1 year or more in customer service or scheduling, in any industry
  
• Excellent verbal communication and active listening skills
  
• Proven ability to meet KPI goals and performance metrics
  
• Comfortable navigating multiple computer systems while holding a conversation
  
• Flexibility to work evenings, weekends, and holidays as needed
  

Nice to Have:

• Experience in a medical, contact center, pharmacy, or insurance setting
  
• Any exposure to U.S. healthcare or insurance vocabulary​
  

Benefits

What We Offer:

• A growth/performance bonus on top of your base pay, tied to quality and productivity
  
• Ongoing coaching from your supervisor to help you grow within Dash BPO​