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Call Center Support Agent - Healthcare
BruntWorkUKRemotepart_timeVerifiedPosted 18 Jan 2025
About the role
This is a remote position.
Schedule:- Agent 1: Monday to Wednesday, 1am to 5am California time (or 5pm to 9pm Manila time) | Saturday Sunday, 8am to 1pm California time (or 12am to 5am Manila time)
- Agent 2: Wednesday to Friday, 1am to 5am California time (or 5pm to 9pm Manila time) | Saturday Sunday, 1pm to 5pm California time (or 5am to 9am Manila time)
Client location or time zone: California, USA - PST
Company/client overview:
The client is a healthcare-related business that operates an after-hours call line for patients. They have developed an AI system to handle incoming calls, but require human backup when the AI fails or encounters issues. The company operates on Pacific Standard Time (PST). Their service involves capturing patient messages and concerns, not triaging them. The captured information needs to be stored in their system for later processing by their internal team.
Responsibilities:
- Operate as a crucial backup to an AI-driven call system
- Ensure all patient messages are properly captured and stored for follow-up
- Adapt quickly to varying call volumes and system demands
- Maintain patient confidentiality and adhere to healthcare communication standards
- Monitor a web-based interface for alerts regarding AI system performance
- Handle incoming patient calls when the AI system requires human intervention
- Accurately capture and document patient messages and concerns
- Input detailed call notes into the provided software system
- Follow provided scripts to ensure consistent and professional communication
- Maintain a state of readiness during shift hours, even during periods of inactivity
Requirements
- Excellent verbal and written communication skills in English
- Comfortable using web-based interfaces and call handling software
- Strong attention to detail and accurate data entry skills
- Ability to remain alert and responsive during long shifts
- Basic understanding of healthcare terminology (preferred but not required)
Benefits
- Permanent work-from-home
- Immediate hiring
- Steady freelance job
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