Contact Centre Agent

Reference Number: SM39


Our client, a healthcare provider is looking for Contact Centre Agent. As a front liner, the Contact Centre Agent is the first person with whom clients, patients and fellow employees are likely to speak over the phone. The Contact Centre Agent must be positive, helpful, and professional with patients, specialists, and colleagues alike.

Duties and responsibilities:

  • Handling incoming calls from patients/relatives/companies/doctors and staff (internal) and answering queries to the best of their ability.
  • Booking appointments as per doctor’s/clinic requirements.
  • Scheduling appointments, as necessary.
  • Contacting patients for appointments/Radiology referrals.
  • Handling all email inquiries.
  • Booking appointments received through the Doctor’s Request Form on the Company’s Website.
  • Booking Medicals and Health Screening Packages.
  • Liaising with respective technicians and booking Holters, BPM and EMGs as per the technician’s instructions.
  • Checking clinics to make sure all bookings are in order (i.e., time allocation, confirmation of Direct Settlements, allocation of correct Radiologist…).
  • Verifying and updating all non-clinical information on the patient’s record.
  • Answering and/or distributing e-mails to the respective departments in a professional and timely manner.
  • Transferring calls to the respective departments.
  • Escalating complaints to the management as per company policy and re-assuring patients that these will be handled accordingly.
  • Liaising with Doctors and other departments as necessary to provide the most efficient service as possible.
  • Arranging Doctors’ clinics with appointments in a consecutive manner and readily contact patients from the waiting lists should there be any cancellations.
  • Rescheduling postponed or cancelled clinics/appointments, as necessary.
  • Updating Doctor’s Timetable on Website.
  • Liaising with Companies, as well as Foreign and Local insurance companies to obtain Guarantees of Payment (GOPs) or approval of Direct Settlements for Radiology Investigations and/or Consultations as necessary.
  • Carrying out other departmental duties as required and when requested by his/her immediate supervisor, including any other duties that may be required by the Company from time to time.

Job Requirements:

  • Ability to multi-task
  • Shows Empathetic & great listening skills
  • Customer focused
  • Effective Time Management
  • Attentive to detail
  • Professional
  • Can work under pressure
  • Proficient in the use of Microsoft Office Tools
  • Possesses excellent written and spoken Maltese and English


Job Overview

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