Job Description

Be the calm, clear voice patients hear when they call their doctor's office in the United States. You'll be the first point of contact for patients calling a U.S. urology practice at the referral of their Primary Care Provider. Most calls are practical — booking, moving, or canceling an appointment, a prescription refill, a question about the patient portal. Some are not practical at all: someone is unwell, worried, or has already been passed around. Those are the calls that matter most, and the ones we train you to handle well. What You'll Do: Answer inbound patient calls within the first 5 seconds and work through what they need Create, reschedule, and cancel patient appointments Coordinate with onshore and offshore office staff to resolve patient issues Check patient charts for physician feedback and follow-up instructions Register new patients and keep patient records accurate Handle prescription refill requests and keep pharmacy and patient details current Send clear messages to the doctor, office manager, or clinic for anything a provider needs to answer Help patients who are stuck with the patient portal, including document uploads Verify medical insurance through the practice management (PM) system Keep an accurate note of every call Requirements What You Need: English must be exceptional: verbal and written you will be assessed on this. 'This role supports English-speaking U.S. patients exclusively Secondary school completed 1 year or more in customer service or scheduling, in any industry Excellent verbal communication and active listening skills Proven ability to meet KPI goals and performance metrics Comfortable navigating multiple computer systems while holding a conversation Flexibility to work evenings, weekends, and holidays as needed Nice to Have: Experience in a medical, contact center, pharmacy, or insurance setting Any exposure to U.S. healthcare or insurance vocabulary​ Benefits What We Offer: A growth/performance bonus on top of your base pay, tied to quality and productivity Ongoing coaching from your supervisor to help you grow within Dash BPO​