Position: Customer Service Representative - Healthcare
Working Hours: US Hours (9am-5pm EST)
Full-Time, Remote Work.
Salary: South African Rand (ZAR)
We are looking for a professional, compassionate, and confident Customer Service Representative to support patients and their families throughout the programme consent process.
The successful candidate will be responsible for making outbound calls to patients and/or their family members, explaining the programme and consent process, answering basic questions, obtaining verbal consent, coordinating required documentation, and following up until the consent process is completed.
This role is highly communication-focused and requires someone who is comfortable making a high volume of outbound calls while maintaining a warm, professional, and compassionate approach.
Key Responsibilities
- Make outbound calls to patients and/or their family members.
- Introduce yourself and clearly explain the purpose of the call.
- Explain the programme, what it involves, and what the patient or family can expect.
- Answer basic questions and provide clear and accurate information within the scope of the role.
- Build rapport with patients and families and communicate in a respectful and professional manner.
- Follow up with patients and families who have not yet completed the required consent process.
- Make multiple follow-up attempts where required.
- Clearly explain the consent process to patients and/or authorised family members.
- Obtain verbal consent in accordance with company procedures.
- Send the appropriate consent forms for completion and signature.
- Follow up to ensure consent forms are completed and returned.
- Verify that all required information and signatures have been received.
- Maintain accurate records of consent status.
- Escalate questions, concerns, or issues requiring clinical or management input.
- Maintain an organised spreadsheet tracking the complete consent process.
- Keep patient records and consent statuses accurate and up to date.
- Track each patient from initial contact through to completed consent.
- Record call attempts, successful contacts, follow-ups, and outstanding documentation.
- Monitor outstanding consent forms and proactively follow up.
- Ensure no patient or consent documentation is overlooked.
- Organise and maintain digital documentation and files.
- Provide regular updates to management regarding progress, outstanding consent, and follow-ups required.
