Mission and Responsibilities:
-Answer incoming phone calls from patients and handle their requests in a professional and timely manner.
-Perform outgoing calls based on assigned call lists and follow the approved scripts, protocols, and procedures.
-Assisting patients as necessary by taking actions to provide high level services according to their needs while always striving to exceed their expectations.
-Schedule, manage, and update patient appointments.
-Confirm appointments and follow up with patients when needed.
-Review daily tasks, communications, and pending follow-ups to ensure proper completion.
-Handle incoming and outgoing emails in accordance with internal procedures.
-Process faxes and ensure that all received information is properly reviewed and forwarded when needed.
-Control and follow up on the workflow of outsourcing projects to ensure that tasks are being completed accurately and on time.
-Coordinate with team members to ensure proper task distribution, follow-up, and case handling.
-Support the team in solving operational issues and maintaining a smooth workflow.
-Ensure that all team members follow the required quality standards, internal procedures, scripts, and service expectations.
- Prepare and send reports to the concerned Manager whenever required.
- Escalate urgent, sensitive, delayed, or unresolved cases to the concerned person or department.
- Execute any other job-related task requested by the concerned manager.
Qualifications: fluent in French and ensligh/ available to work Monday through Friday from 3:00 PM to 11:00 PM, with flexibility to work up to 2 days per week from 12:00 PM to 8:00 PM.