Medical Call Agent

6 days ago

Johannesburg, South Africa MediConnect Full time

**Job Title: Medical Call Agent**

**Location**: 100% Remote (South Africa-based, supporting UK operations)
**Salary**: Starting from ZAR 125 - 160/hour during the probation period, dependent on skills and experience.

**About MediQConnect**

At MediQConnect, we are redefining patient care by providing tailored, high-quality medical triage and call handling services. Partnering with healthcare providers in the UK and beyond, we ensure efficient and compassionate communication between patients and healthcare teams. Join our diverse and vibrant team in transforming healthcare access and support.

**Role Overview**

As a Medical Call Agent, you will serve as the **first point of contact** for patients calling multiple GP surgeries in the UK. Your primary responsibility will be to handle **high-volume inbound calls**, collect patient information accurately, and guide them through appropriate care pathways using clinical triage tools. This role requires resilience, empathy, and the ability to remain calm under pressure.

**Responsibilities**
- Manage **high-volume inbound calls**, accurately recording patient queries using electronic triage forms.
- Capture and process patient data with **precision, speed, and impartiality**.
- Deliver exceptional customer service with **patience and empathy**, adhering to GDPR and data protection legislation.
- Use internal clinical systems to support patient care.
- Guide and educate patients on available services, signposting them as appropriate while addressing dissatisfaction professionally.
- Work collaboratively with colleagues and external partners to maintain a professional and respectful workspace.
- Ensure compliance with company policies, protocols, and procedures.
- Meet and exceed **Key Performance Indicators (KPIs)** for call handling and quality standards.

**Essential Requirements**

**Experience**:

- At least 2 years of **call handling/customer service** experience within healthcare.
- Proven ability to handle **high-pressure situations**, manage distressed individuals, and provide effective solutions.

**Skills**:

- Strong typing skills (minimum 40 words per minute) and IT proficiency.
- Ability to multitask and use multiple IT systems effectively in a remote setting.
- Exceptional communication skills, both oral and written.

**Attributes**:

- Resilient, empathetic, and able to remain calm under pressure.
- Reliable, punctual, and self-motivated with a strong work ethic.
- Commitment to patient confidentiality and high-quality service delivery.

**Technical Requirements**:

- Access to a **quiet working space**, a **secure internet connection**, backup power, and a **Windows PC/MacBook with a headset**.

**Preferred Qualifications**
- Knowledge of **medical terminology** or prior experience in a **clinical role**.
- Experience with **EPR systems, databases, and Google Workspace**.
- Previous experience working rotating shifts.

**Shift Patterns and Availability**
- Operating hours: Monday to Friday, **08:00 - 18:30 GMT**.
- Applicants must be flexible and available for a range of morning and afternoon shifts.
- Rotational shifts initially, with potential for permanent rotations based on performance.
- Contracts available for **15 to 40 hours per week**.

**Benefits**
- Fully remote position with flexibility.
- Paid training and development opportunities, including career progression.
- Pro-rata **paid holiday plus bank holidays**.
- A supportive team environment focused on professional growth.

**Recruitment Process**
- **Screening**: Applications will be reviewed against the Person Specification.
- **Interview 1**: Meet with the Recruitment team to discuss your suitability for the role.
- **Assessment 1**: Complete a skills-based assessment to demonstrate aptitude.
- **Assessment 2**: Participate in psychometric testing to evaluate role alignment.
- **Interview 2**: Meet with the Operational team for further role assessment.
- **Conditional Offer**: Receive a job offer pending reference checks.

**Join Us**

Be part of a team committed to **making a difference** in healthcare. At MediQConnect, you’ll not only grow professionally but also contribute to ensuring patients receive the care they need, exactly when they need it.

**Job Type**: Part-time

Pay: R125,00 - R160,00 per hour

Expected hours: No less than 15 per week

**Experience**:

- Cold calling: 1 year (preferred)
- relevant: 1 year (preferred)

**Language**:

- English (required)

Work Location: In person

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