- Respond to patient inquiries via chat, phone, and email in a timely, empathetic, and professional manner
- Coordinate communication between patients, doctors and pharmacies (appointments, follow-ups, clarifications, etc.)
- Triage incoming requests and prioritize urgent vs. non-urgent cases
- Ensure patients feel heard, supported, and guided, especially during stressful or sensitive situations
- Accurately create, update, and maintain patient records in the EMR
- Document, categorize, and assign all incoming communications (both electronic and non-electronic), including notes, lab results, imaging reports, and other updates from pharmacies, specialty clinics, and other sources to ensure accurate entry into the EMR, proper routing to the appropriate doctor or team member, and timely follow-up when required
- Schedule follow-ups based on physician input
- Manage appointment scheduling and updates
- Patient intake and onboarding documentation
- Ensure data accuracy, completeness, and compliance with privacy standards
- Flag missing or inconsistent information proactively
- Continuously update the clinic's internal portal with patient status changes, Consultation progress, escalations and pending actions
- Track and manage internal workflows
- Maintain clear internal notes to ensure smooth handover between shifts
- Identify operational bottlenecks and report them
- Handle patients who may be anxious, frustrated, discomfort or requiring urgent reassurance or guidance
- Stay calm, composed, and solution-focused under pressure
- Know when and how to escalate cases to medical staff or supervisors
- Maintain professionalism even in high-volume or emotionally charged situations
Requirements
- * Bachelor's degree in business administration or a related field
- Exceptional English communication skills (spoken & written)
- Minimum 2-3 years of relevant customer service/call center environments (more experience is strongly preferred)
- Experience handling high-volume, fast-paced environments and managing multiple communication channels simultaneously
- Proven ability to manage sensitive and high-stress patient interactions with professionalism and empathy
- Strong customer service mindset with a patient-first attitude
- Proven ability to multitask across chat, phone, and systems simultaneously
- High attention to detail and accuracy
- Ability to work independently
- Tech-savvy: comfortable with EMRs, CRMs, and internal dashboards
- Strong organizational and time-management skills
BenefitsKey Traits We're Looking For
- * Calm under pressure
- Empathetic but efficient
- Proactive and accountable
- Highly organized
- Fast learner
Success Metrics
- * Patient response time & satisfaction
- Accuracy of EMR and Internal systems entries
- Resolution time for patient inquiries
- Quality of internal documentation and handovers
- Ability to manage peak-hour stress without escalation failures
