EquiServe is currently looking for:
Appointment Setter
Basic Functions
The Appointment Setter is a dedicated and customer-focused Contact Center Agent to
support MyHelaths Customer Care campaign. He/She is responsible to handle inbound
calls from patients and clients, manage bookings, and provide excellent customer
service, ensuring a smooth experience for all callers.
Primary Duties And Responsibilities
- Contact Center Solutions
- Attending to inbound calls of Patients, Clients and potential Clients coming from the
dedicated hotline.
- Input call details in the CRM, Ticketing System and/or Booking system.
- Inquiry
- Booking/ Rescheduling
- Complaints
- Payment
- Misdirected calls
- Appointment and booking request based on available schedules of branches, procedures, and services.
- Confirm appointments of patients through email and/or SMS.
- Do authorized calls to patients when necessary (related to booking schedule only).
- Update and maintain accurate records of customer interactions, ensuring that all notes and information are up to date in the CRM system.
- Handle all types of calls and provide information to prospects in a clear and concise
manner.
- Receivable Management
- Secure information om receipt of billing within 30 days after the sending of the billing
through outbound calling and/or SMS.
- Due date/ Collection Reminder (Multi-Channel: Generic SMS/Voice/Email
- Front-End (30 days before due date and 15 days after due date)
- Special Endorsement
- Obtain payment details/options of clients.
- Check payment
- Deposit slips
- Electronic (Online) / Payment Center / Bank (OTC) payment
- CWT Document details
- Adheres with the company code of conduct, house keeping rules, and floor management policy being implemented in operations. (e.g., Attendance Policy; Timekeeping - Sprout HR; 5S; EOP; Shifting Schedules if needed, etc.).
- Complies with the organizations information security and data privacy policies, procedures, and guidelines to ensure the protection of sensitive data, safeguarding the confidentiality, integrity, and availability of all information. This includes adhering to established protocols for securely handling, storing, and transmitting data while ensuring compliance with applicable legal and regulatory requirements. Attends mandatory annual Information Security (InfoSec) and Data Privacy Act (DPA) awareness training to stay informed about the latest security practices and maintain compliance with relevant obligations.
- Participates in any work-related activities/programs/training, etc.
Job Qualifications
With contact center experience of at least 6 Months and above
Graduate is Plus but College Level / College Undergraduate can be considered
Highly trainable and flexible
Capable of upselling additional services
Proficiency in CRM systems and basic computer skills
Flexibility to adapt to changing priorities and schedules
Scheduling & Detail-oriented With Strong Organizational Skills- Experience With
appointment scheduling and CRM/software tools
Problem-Solving & Multitasking - Ability to handle multiple tasks and resolve
issues efficiently
Clear Communication- Strong verbal skills and good diction in English for clear
customer interactions
Reliability & Professionalism- Punctual, dependable, and team-oriented with a
focus on customer satisfaction
Knowledge in medical terms and with experience as booking agent is advantage
