Patient Management Agent

7 days ago

Umhlanga, South Africa Medical Company Full time

**POSITION: Patient Management Agent**

**Job Summary**:
The Patient Management Agent is responsible for making outbound calls to prospective and existing patients from a pre-set database, converting leads into appointments, and handling incoming patient inquiries. Agents must manage their daily tasks, meet monthly targets, and ensure patient data is correctly updated on the CRM system. Adherence to specific call quality standards is required to maintain a professional and consistent patient experience. Time management and lead follow-up are critical for this role.

**Key Responsibilities**:
**Outbound Calls**:

- Make a specified number of outbound calls daily from the provided patient database.
- Engage with patients to assist them with appointments.
- Follow up on uncompleted inquiries to convert them into appointments.

**Inbound Call Management**:

- Handle incoming calls from patients, assisting with appointment scheduling, rescheduling, or general inquiries.
- Address patient concerns or questions promptly, escalating issues when necessary.

**Lead management**:

- Load new leads into the CRM system, ensuring all patient information is accurate and complete.
- Schedule follow-up calls for leads that do not convert immediately, ensuring they are contacted again after a specified period of time.
- Implement strategies to convert leads into bookings, adjusting the approach based on patient needs and inquiries.

**Target Management**:

- Achieve the assigned target per month.
- Monitor daily progress towards targets and adjust strategies as needed.

**CRM Management**:

- Use the company’s CRM system to manage patient data efficiently.
- Ensure all patient interactions and status changes are logged correctly and in real-time.
- At the end of each working day, compile and submit a detailed report of call statistics (number of calls made, successful appointments made, and follow-up activities) to the Patient Management Manager.
- Highlight any patient concerns, difficult cases, or unresolvable issues to the manager for further action.
- Independently manage time to meet daily call quotas and monthly targets.
- Schedule work activities, breaks, and other responsibilities to ensure consistent performance throughout the day.
- Work collaboratively with the patient management team and other departments.
- Communicate with clinical staff regarding any specific patient needs or preferences identified during calls.
- Attend regular team meetings and training sessions to stay updated on policies, procedures, and best practices.
- To perform any other reasonable instructions from management.

All calls made by the agent must meet the following quality criteria:
1. Opening the Call:

- Greet the patient professionally.
- Introduce yourself and the company clearly, following the required script.

2. Active Listening:

- Demonstrate understanding of the patient’s needs.
- Avoid interrupting the patient and actively engage by asking relevant questions.

3. Problem Identification, Resolution/Next Steps:

- Clearly identify the patient’s issue or inquiry.
- Ask clarifying questions and offer effective solutions.
- Clearly explain the next steps, such as confirming appointments or follow-ups.

4. Product/Service Knowledge:

- Provide accurate information regarding the dental services.
- Display a thorough understanding of the company’s products and procedures.

5. Tone and Professionalism:

- Maintain a polite, positive, and professional tone throughout the conversation.
- Ensure the patient feels valued and respected.

6. Adherence to Scripts/Procedures:

- Follow the required scripts and procedures without deviation.
- Ensure all compliance standards are met.

7. Call Closure:

- Politely confirm that the patient’s needs have been addressed.
- Invite the patient to ask for further assistance if needed.
- Confirm any appointments or actions before ending the call.
- Daily call quota met.
- Monthly targets achieved.
- Accurate management of leads and follow-up calls for conversion.
- Adherence to call quality standards.
- Accurate patient data management within both the CRM.
- Timely submission of daily reports to the Patient Management Manager.
- Effective handling of patient queries, feedback, or concerns, leading to high patient satisfaction.
- Strong communication skills with a friendly, patient-focused approach.
- Ability to work independently and manage time effectively.
- Proficient in using CRM software and scheduling tools.
- Ability to handle both outbound and inbound calls in a high-volume call environment.
- Prior experience in lead management and follow-up is highly desirable.
- Excellent organizational skills and attention to detail.
- Prior experience in a dental or medical call center environment is a plus.

Full-time position, with shifts scheduled as per business hours requirements.

Closing date: 31/01/2025

Start date for position: 01/02/25

Application Deadline: 2025/01/31
Expected Start Date: 2025/02

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