Tellecaller

Key Responsibilities:

• Inbound Call Handling (80-120 calls/day):
• Receive and handle inbound calls from patients
• Address inquiries, resolve issues, and provide appropriate information regarding treatments, orders, and processes.
• Ensure all calls are logged accurately in the system and resolved within the defined service level agreement (SLA).
• Provide exceptional customer service by demonstrating empathy, active listening, and problem-solving.
• Maintain a high level of professionalism and confidentiality while communicating with callers.

2. Document Validation:

• Verify patient documents, including medical records, and consent forms.
• Ensure that all submitted documents meet the necessary compliance standards and are complete before processing.
• Flag and escalate any discrepancies or issues to the relevant team or supervisor.
• Maintain accurate records of all validated documents and follow up as necessary.

Order Processing:

• Process patient orders accurately and in a timely manner.
• Ensure that all relevant information, including patient details, treatment plans, and documents, are correctly entered into the system.
• Monitor order status and update patients or relevant parties with the latest information regarding their order.
• Address and resolve any issues related to orders, such as delays, missing information, or errors, by liaising with other teams.
• Ensure that all orders comply with company SOW, and customer expectations.