Customer Care Representative (Medical Background ONLY)
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Key skills for this role
About the Role
Medilife Healthcare Services is hiring a Customer Care Representative with a medical background to manage appointment scheduling, patient communication, and coordination with healthcare teams.
Key Skills for This Role
Responsibilities
- Receive incoming appointment requests from patients through phone, email, WhatsApp, etc.
- Accurately record patient details and check provider availability
- Suggest suitable appointment slots and confirm appointments
- Send appointment reminders and handle rescheduling/cancellations
- Communicate with patients in a clear, polite, and empathetic manner
- Handle patient concerns and escalate complex issues
- Maintain accurate documentation of appointments and patient records
- Liaise with healthcare teams to coordinate schedules
- Prepare reports on appointment trends and patient feedback
- Ensure compliance with privacy and data protection regulations
Requirements
- Prior medical related experience (studies/work experience)
- Excellent communication and interpersonal skills
- Ability to handle patient concerns and complaints professionally
- Proficiency in using computer systems for data entry and record keeping
- Attention to detail and accuracy
Full Job Posting
Key Responsibilities & Job Description
- Receive incoming appointment requests from patients and clients through phone calls, emails, WhatsApp, messages, or other communication channels.
- Accurately record patient details, including name, contact information, required medical service, preferred appointment date, and preferred time.
- Check the availability of healthcare providers, doctors, specialists, diagnostic labs, nurses, or service departments.
- Suggest suitable appointment slots based on patient needs, provider availability, and service requirements.
- Confirm appointments with patients and provide all necessary appointment details.
- Send appointment reminders through calls, SMS, WhatsApp, or email before the scheduled appointment.
- Reschedule, cancel, or modify appointments when required, following company policies and procedures.
- Maintain an organized appointment calendar to avoid scheduling conflicts or delays.
- Communicate with patients and clients in a clear, polite, professional, and empathetic manner.
- Respond to patient enquiries regarding services, availability, pricing, procedures, appointment requirements, and basic service information.
- Handle patient concerns, complaints, or service issues professionally.
- Escalate complex complaints or urgent matters to the supervisor, medical team, or relevant department.
Additional Responsibilities
- Ensure patient information is entered accurately and kept up to date in the company system or records.
- Maintain proper documentation of scheduled, cancelled, rescheduled, and missed appointments.
- Assist with filing, data entry, record updates, and administrative follow up tasks.
- Ensure all appointment related communication and patient records are properly documented.
- Maintain confidentiality of patient information at all times.
- Liaise with doctors, nurses, laboratories, diagnostic departments, specialists, and other healthcare service units to coordinate schedules.
- Ensure internal teams are informed about confirmed appointments, changes, cancellations, or special patient requirements.
- Support smooth coordination between patients and healthcare providers.
- Follow up with relevant departments to confirm service readiness before appointments when required.
- Assist in resolving scheduling issues between patients and healthcare providers.
- Prepare daily, weekly, or monthly reports on scheduled appointments, cancelled appointments, missed appointments, rescheduled cases, and patient follow ups.
- Track appointment trends, delays, no shows, and patient feedback.
Compliance & Quality
- Follow company policies, healthcare facility procedures, and local regulations related to patient care, privacy, documentation, and safety.
- Ensure secure and accurate handling of sensitive patient and medical information.
- Maintain strict confidentiality in line with patient privacy and data protection requirements.
- Participate in audits, quality checks, training sessions, and process improvement activities when required.
- Suggest improvements to appointment systems, communication processes, and patient experience.
- Ensure all work is completed with accuracy, professionalism, and attention to detail.
Application Questions
- Do you have prior medical related experience (studies/work experience)
Work Location
- In person
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