Collections Specialist

About the role:
As a Patient Quality Specialist, you'll be responsible for making outbound phone calls to patients
who have booked dental appointments through Medical Departures. Your primary objective will
be to gather crucial information and ensure satisfaction with the booking process.

● Outbound Calls:
○ Conduct outbound calls to patients after their dental appointments to confirm
treatment details, including the treatment received, the date of treatment, and the
name of the dental clinic.
○ Gather audit proof of the confirmed appointment through a call recording (CTM
link) and a screen grab of the confirmation message (email/WhatsApp).
● Patient Feedback:
○ Facilitate a brief customer care agent review by collecting a 1-5 star rating (5
being excellent) and patient comments.
○ Evaluate the performance of customer care agents based on patient feedback,
assigning review scores ranging from 1 to 5 stars, with 5 being excellent, and
gather patient comments for qualitative insights.
● Clinic Evaluation:
○ Obtain feedback from the dental clinic by gathering a 1-5 star rating (5 being
excellent) and their comments on the patient's experience.
○ Gather feedback on dental clinics, including a review score based on the
patient's experience and detailed comments for a comprehensive understanding
of the clinic's service quality.
○ Ensure accurate and timely documentation of all interactions and feedback in the
company’s database for quality assurance and improvement purposes

QUALIFICATIONS:
● Excellent communication skills, with a strong ability to engage with patients
empathetically and professionally over the phone.
● Professional and courteous phone demeanor.
● Detail-oriented with a keen eye for accuracy in data collection and documentation.
● Ability to work independently and as part of a team, demonstrating strong
problem-solving skills and initiative.
● Proficiency in using basic computer applications, including email and web browsers.
● Familiarity with CRM systems and proficiency in using digital communication tools (e.g.,
Email, WhatsApp).
● Proven experience in customer service, quality assurance, or a similar role, preferably in
the healthcare or dental industry.
● Understanding of basic medical and dental terminology is preferred

additional duties as required
● attend regular team meetings
● weekend availability, according to shift schedule (5 days on, 2 days off)
● early/late availability, according to shift schedule
● communicate with team members via phone, web conference, and e-mail
● preventing unsound or unethical business practices.
● Submitting timely expense reports for reimbursements and completing other tasks and
reports in accordance with Company policies and procedures.
● Support the achievement of Medical Departures Inc.’S sales and revenue objectives
● Help build the world’s largest global medical marketplace

BENEFITS:
● Competitive salary and benefits package.
● Opportunity to work in a fast-paced and dynamic environment.
● Be part of a team dedicated to providing exceptional customer service.
● Make a positive impact on the lives of patients seeking dental care abroad.

EQUIPMENT REQUIREMENT:
● High speed internet & mobile connections
● Reliable computer & mobile device with audio and video capabilities