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Call Centre Agent

2 weeks ago

Edmonton, Canada Medicentres Canada Inc. Full time

**Position Title**:Call Centre Agent
**Job Location**:Clinic Support Office, Hybrid (Located in Mayfield Square)

**Job Type**: Full-Time, Entry Level (8:00am - 4:30pm)
**Reports to**:Centralized Programs Manager
**Last Updated**:September 2024

Medicentres is a growing network of professionally managed healthcare clinics dedicated to providing accessible healthcare to patients across Alberta, Saskatchewan, Manitoba, and Ontario. Regardless of your role, you are an integral part of our customer-first team and are guaranteed to make an impact on the lives of Canadians. By choosing to belong at Medicentres, you will join a team of passionate, like-minded people enjoying a challenging and rewarding career in the ever-changing health care industry. It starts with you. That's a simple sentence but it says a lot. It reminds each one of us that what we do matters.

**JOB PURPOSE**:
Reporting to the Centralized Programs Manager; the Centralized Programs Team (CPT) is responsible for providing exceptional customer service to patients, staff, and physicians through the operation of centralized programs. The CPT is in place to manage all aspects of patient referrals, third party requests and physician panel management while adhering to guidelines and governing laws provided by the Freedom of Information Act and the College of Physicians and Surgeons of Alberta, Manitoba, and Ontario. In addition, the CPT is expected to assist with the execution of the organization's strategic objectives as it relates to Centralized Programs.

**PRINCIPAL RESPONSIBILITIES**:

- Processing and sending referrals to internal and external specialists, diagnostic testing sites, and hospitals.
- Attaching appropriate clinical information to referrals prior to sending.
- Notifying patients of their appointments and any special instructions via telephone or mail.
- Tracking of outstanding referrals and follow-up on pending referrals within recommended timeframes.
- Third party requests for patients and physicians.
- Handling questions/concerns in a friendly and effective manner in accordance with our customer service standards.
- Processing panel management requests and notifying patients of their appointments.
- Friendly and effective communication with all clinic staff, physicians, and patients.
- Inbound and outbound call monitoring and response.
- Record and document management.
- Meet daily targets provided by the Centralized Programs Manager.
- Awareness of the organization’s Core Purpose and Core Values and performing to these Core Values daily.
- Perform other duties as assigned.

**KNOWLEDGE, SKILLS, AND EXPERIENCE**:

- 1-2 years in a Medical Office Assistant position.
- Experience with Med Access software is preferred.
- Exceptional customer service skills.
- Provided ability to handle confidential information in compliance with regulated guidelines.
- Excellent communication skills in English; other languages are an asset.
- Experience with Microsoft Excel and Word.

**CONTEXT AND ENVIRONMENT**:

- Ability to work in a fast-paced environment.
- Ability to work flexible shifts including evenings and weekends.
- Ability to sit for prolonged periods.

**INTERNAL COMMUNICATIONS**:

- Clinic Managers and staff
- Operations Team
- Physicians
- IT Technicians

**EXTERNAL COMMUNICATIONS**:

- Specialist Offices
- Diagnostic Imaging Sites
- Hospitals
- Patients

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