Call Center Agent

Description

Job Summary: Provide clear, empathetic, and professional telephone support to users of the health platform. Key Highlights: 1. Empathetic and professional telephone support in healthcare. 2. Detailed guidance on sample collection and resolution of questions. 3. Proficient use of digital platforms and accurate documentation. **Job Objective** Provide clear, empathetic, and professional telephone support to customers purchasing products on the health platform “Diagnosfera”, which includes self-collected HPV and STI tests, correctly guiding users on preparation and execution of sample collection, resolving questions and concerns, ensuring a safe and reliable patient experience, with patient information privacy protected at all times. **EDUCATION:** High school diploma, technical degree in clinical laboratory science or nursing, phlebotomy technician, with knowledge in sample collection (preferably vaginal and urine samples) (someone who has worked in a laboratory). **EXPERIENCE** *Prior call center experience.* *Desirable experience in clinical laboratories, sample reception, or healthcare services.* **Job Requirements** · Proficiency in digital platforms and ability to accurately record information. · Experience in e\-commerce (ideally Shopify): order review, payment validation, shipment tracking, status updates, and basic incident resolution. **Main Responsibilities** · Answer and place calls to patients as needed. · Clearly and thoroughly explain pre-collection preparation instructions. · Verify that patients meet sample collection requirements. · Provide detailed explanation and guidance to patients for sample collection. · Enter data into databases. · Address user concerns (delivery dates, costs, general questions). · Comply with patient privacy protocols. · Report sample-related incidents, escalate complex situations or complaints. · Follow up and accompany patients throughout their journey. · Notify patients in case of invalid, spilled, or otherwise compromised samples or processes. · Accurately and promptly document each interaction in CRM or Shopify. · Escalate clinical or emotional cases following internal protocols. · Monitor collection, transit, and result delivery timelines. · Ensure a warm, reliable, and consistent experience across all touchpoints. **Work Schedule** Monday to Friday: 9 AM to 7 PM Saturdays: 9 AM to 2 PM (Remote Work) Salary: $11,000\.00 \- $12,000\.00 per month Benefits: * Grocery vouchers Work Location: On-site employment