Call Center Representative – Maadi

About the role

We are looking for a proactive Call Center Representative to handle inbound and outbound communications with patients and providers. The role focuses on scheduling appointments, verifying insurance, and delivering high‑quality customer service to achieve first‑call resolution targets.

Key responsibilities

• Answer inbound calls, social media messages, and other communication channels.
• Schedule and reschedule medical appointments, ensuring alignment with provider preferences.
• Perform new‑patient pre‑registration, verify identity, demographics, and insurance eligibility.
• Collect and store required documents (insurance card, photo ID) in the Electronic Medical Record (EMR) system.
• Transfer calls, triage based on urgency, and arrange tele‑consultations with physicians.
• Enroll patients in the patient portal and provide guidance on its use.
• Document all interactions accurately and promptly in the EMR.
• Respond to billing inquiries, complaints, and customer surveys.
• Participate in departmental meetings and maintain up‑to‑date knowledge of insurance requirements.

Required profile

• Bachelor’s degree in any field.
• Experience in a high‑volume call center; background in pharmaceutical, insurance, medical, or healthcare environments is a plus.
• Familiarity with patient registration, medical appointment scheduling, and health‑insurance processes.
• Strong English communication skills and a customer‑oriented attitude.

Required skills

• Electronic Medical Record (EMR) systems