**About the position**: **Responsibilities**: - Take patient calls and help patients to e.g., schedule appointments, navigate intake, etc. - Provide accurate, satisfactory answers to patients’ queries and concerns - De-escalate situations involving dissatisfied patients, offering patient assistance and support - Contact patients to inform them about available test results or remind them about upcoming events in their care plan (e.g., annual wellness visit) - Guide patients through navigating the practice website and or troubleshooting the member/patient app - Help patients to find the right care and specialists within the practice network - Review patient accounts, providing updates and information about billing and other account items - Collaborate with other concierge services professionals to improve patient experience - Help to train new employees and inform them about the company’s customer management policies **Required skills and qualifications**: - University degree - Great active listening skills - A patient and empathetic attitude - Strong time management and organizational skills - Adaptability and flexibility - Comfortable working in fast-paced environments - Excellent troubleshooting skills - Computer literacy (experience with Salesforce Health Cloud is a plus) - Phone skills, including familiarity with complex or multi-line phone systems - Expertise in the customer service area and/or healthcare is a plus **Benefits**: - Prepaid medical plan (starting after the 2nd month of employment) - 15 days of paid vacation - Extra days off: Employees can accumulate 4 hours per month of additional time off based on attendance (starting after the 4th month of employment). - Free snacks every Monday and Wednesday, Lunch every Friday - Free coffee station - Quarterly team events - English coaching - Weekly wellness activities such as dancing and yoga Tipo de puesto: Tiempo completo, Indefinido Pregunta(s) de postulación: - ¿Te sientes cómodo tomando un promedio de 50-70 llamadas al día? - ¿Estás ubicado en Medellín o en sus alrededores? Idioma: - inglés (Obligatorio)