Medical Call Agent

5 days ago

Johannesburg, South Africa MediQconnect Full time

We are currently recruiting for passionate Medical Call Agents to provide primary care support by answering inbound calls to patients at multiple GP surgeries nationwide in the UK. We are looking for applicants, preferably with experience working in healthcare and interacting with patients and who can manage high volume inbound calls within the healthcare industry. The role will involve answering calls to patients throughout the day, processing their appointment requests, capturing accurately and comprehensively their current health status, working with relevant IT systems. The demand is high and you will have experience in hitting Key Performance Indicators whilst still providing First Class Customer Service.

As with any role within Healthcare, you will be dealing with vulnerable patients and you need to be resilient and strong-minded to deal with challenging and upsetting situations. Your strength and ability to remain calm under pressure is what makes you a good fit for this role.

The role is remote, shift based and we are looking for staff who are flexible and committed to this exciting role.

**Location**:100% remote.

**Shift patterns**:All staff must have availability across the hours of operation 08:00 - 18:30 GMT. Applicants must be available for a range of both morning and afternoon shifts. All staff will start on a temporary rota across a 2 week rolling period. Staff will then be offered a permanent rotation when one becomes available based on your performance and availability.

**Hours**:Minimum starting contract of 15 hours per week, maximum contract of 40 hours per week.

**Salary**:
Market related and based on skills and experience

**Who we are**:
We are a young start-up, who are growing rapidly and despite the challenges of remote working we are a well-supported, diverse and vibrant team. We are looking for staff who are committed to help drive this young business into one of the best Healthcare providers on the continent.

Our current project and major client is asking us to support GP practices in the UK with the unprecedented demand in Primary Care. Our teams use a variety of triage tools implemented by the practices that we support. It is key that we provide to the triaging clinical team, accurate and relevant information for decisions to be made about the next steps in providing care. This move to a Total Triage system lessens the burden of demand on GP practices in the UK and allows patients access to their healthcare based on need and urgency.

**Who we are looking for**:
We are looking for individuals who like to be pushed to their limits, enjoy fast-paced environments, and want to make a difference within the field of healthcare.
- Are you reliable with a strong work ethic?
- Do you have good timekeeping and are organised?
- Do you have a quiet working space, secure internet connection, back up power, headset and a working Windows PC / Laptop / MacBook?
- Are you IT literate and able to use multiple IT systems?
- Are you able to communicate effectively with strong typing skills?
- Proven track record of following protocols and procedures?
- Are you able to hit KPI’s and strive to achieve these targets?
- Are you determined and resilient and able to deal with distressed members of the public regarding their health and mental health?

**Responsibilities will include, but are not limited to**:

- Answering heavy inbound calls and recording patient queries using electronic triage form capturing patient data with accuracy, precision and speed without bias.
- Using internal clinical systems and being GDPR (General Data Protection Regulation) compliant.
- Delivering quality customer service with patience and empathy.
- Strong focus on patient education and signposting patients to appropriate services with ability to handle pushback and dissatisfaction.
- Communicate effectively with colleagues and external partners maintaining professionalism and workspace etiquette.
- Compliance with company policies and procedures.

**Benefits**:

- 100% remote working role.
- Training and development, with further opportunities for career development.
- X paid holiday + bank holidays per annum pro-rata.
- Supportive team environment

**Recruitment Process**:

- Application: We will choose applicants based on matching the criteria outlined in our Person Specification for Medical Call Agent.
- Interview 1: You will meet the Recruitment team who will go through a series of questions to find out more about you and why you think you are a good fit for our team.
- Assessment 1: You will be invited to complete an assessment to test your aptitude and skill set as per the Person Specification document.
- Assessment 2: Psychometric Testing to determine suitability for role.
- Interview 2: You will meet a member of the Operational team to assess your understanding of the role.
- Conditional Job Offer: If successful, you will be offered a role pending satisfactory reference requests.
- Training: A 5 day training

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