Telecaller

Job Title: MSD Tele Agent

Job Summary: The MSD Tele Agent is responsible for managing inbound calls, performing document validation, and processing orders efficiently and accurately. The ideal candidate will have strong communication skills, attention to detail, and the ability to handle a high volume of calls while ensuring compliance with internal systems and procedures.

Key Responsibilities:

1. Inbound Call Handling (50-80 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.

1. 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.

1. 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.

Skills and Qualifications:

• Proven experience in a telecommunication, customer service, or similar role.
• Strong verbal and written communication skills.
• Ability to multitask and handle a high volume of calls.
• Experience with document verification and order processing preferred.
• Knowledge of healthcare industry standards or medical terminology is a plus.
• Proficiency in using CRM or order management systems.

Working Conditions:

• Full-time position.(Monday to Saturday)
• Ability to work in a fast-paced environment with the flexibility to adapt to changing demands.
• Available to work during peak hours, as needed.

Kindly share the resume on 8098407707