Inbound Call Coordinator I - Cape Town

Job summary

This role enables associates to work virtually (in CST states only) full-time, with the exception of required in-person training sessions, providing maximum flexibility and autonomy. This approach promotes productivity, supports work-life integration, and ensures essential face-to-face onboarding and skill development.

Responsibilities

• Provide support to our patients, clinicians, physicians, and health plans administratively, and by answering inbound calls.
• Works to ensure the efficient scheduling of initial or follow-up appointments and triaging calls appropriately to different departments within the organization.
• Also responsible for requesting records for patients, adding stakeholders at the APP's request, and other administrative activities.
• May obtain related documentation (e.g., patient information, insurance coverage).
• Has working knowledge and skills developed through formal training or considerable work experience.
• Works within established procedures with a moderate degree of supervision.
• Identifies the problem and all relevant issues in straightforward situations, assesses each using standard procedures, and makes sound decisions.
• Associates in this role are expected to have the ability to multi-task, including handling calls, texts, facsimiles, and electronic queues, while simultaneously taking notes and speaking to customers.
• Additional expectations to include but not limited to: Proficient in maintaining focus during extended periods of sitting and handling multiple tasks in a fast-paced, high-pressure environment; strong verbal and written communication skills, both with virtual and in-person interactions; attentive to details, critical thinker, and a problem-solver; demonstrates empathy and persistence to resolve caller issues completely; comfort and proficiency with digital tools and platforms to enhance productivity and minimize manual efforts.
• Associates in this role will have a structured work schedule with occasional overtime or flexibility based on business needs, including the ability to work from the office as necessary.
• Performs other duties as assigned.

Job description