Patient Experience Agent

1 week ago

Westmount, Canada Les Centres Masliah Audioprothésistes Full time

**Les Centres Masliah audioprothésistes** is a key player in the field of hearing healthcare. We are committed to providing our clients with exceptional quality service while creating a dynamic and warm work environment for our employees. Working with us means joining a passionate team dedicated to the continuous improvement of healthcare services. We promote skill development and collaboration.

**Your Role**:
As a **Call Center Agent /**_**Patient Experience Agent**_, you will be the first point of contact for patients and play a key role in guiding them, working from our head office located in downtown Montreal, right next to Atwater metro station.

**Your Main Responsibilities**
- Answer calls and chats with professionalism and courtesy.
- Manage incoming leads and direct patients to the appropriate services.
- Schedule and coordinate patient appointments with clinics.
- Provide basic phone support and respond to patient inquiries.
- Ensure accurate follow-up of communications and collaborate with internal teams.
- Identify improvement opportunities and suggest solutions.
- Complete performance indicators and make recommendations to the marketing team.
- Handle patient complaints and concerns proactively.
- Perform any other related tasks.

**What Were Looking For**
- Bilingual in French and English (mandatory).*
- Excellent organizational and time management skills.
- Proven experience in customer service.
- Respect for patient confidentiality and knowledge of applicable regulations.
- Autonomy, creativity, proactivity, flexibility, and team spirit.
- Proficiency with IT tools and appointment management software; familiarity with Medesync is an asset.
- Ability to manage priorities in a fast-paced environment.
- Positive attitude, strong work ethic, and excellent communication skills.
- Knowledge of WordPress (asset).
- Outstanding customer service skills, especially with an elderly clientele, demonstrating a warm, respectful, and attentive approach.

**What We Offer**
- A competitive starting salary of $22/hour (depending on experience).
- Group insurance after 3 months (supplementary health, vision, disability, life).
- Participation in a group RRSP with employer contributions.
- Stable work schedule: Monday to Friday, 40 hours per week.
- Located in downtown Montreal, right next to Atwater metro station
- A collaborative and supportive work environment.

*_As part of our hearing healthcare services, our administrative assistants are in direct contact with a diverse clientele, including elderly and vulnerable patients. Fluency in both French and English is essential to ensure clear, precise, and empathetic communication with all our patients, regardless of their language preference._
- _

**Job Types**: Full-time, Permanent

Pay: $22.00-$25.00 per hour

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- Paid time off
- RRSP match

**Education**:

- Secondary School (preferred)

**Experience**:

- Call center: 1 year (preferred)
- Customer service: 1 year (preferred)
- medical clinic: 1 year (preferred)

**Language**:

- French (required)
- English (required)

Work Location: In person

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