Customer Service Representative - Healthcare

Position: Customer Service Representative - Healthcare Working Hours: US Hours (9am-5pm EST) Full-Time, Remote Work. Salary: South African Rand (ZAR) We are looking for a professional, compassionate, and confident Customer Service Representative to support patients and their families throughout the programme consent process. The successful candidate will be responsible for making outbound calls to patients and/or their family members, explaining the programme and consent process, answering basic questions, obtaining verbal consent, coordinating required documentation, and following up until the consent process is completed. This role is highly communication-focused and requires someone who is comfortable making a high volume of outbound calls while maintaining a warm, professional, and compassionate approach. Key Responsibilities Make outbound calls to patients and/or their family members. Introduce yourself and clearly explain the purpose of the call. Explain the programme, what it involves, and what the patient or family can expect. Answer basic questions and provide clear and accurate information within the scope of the role. Build rapport with patients and families and communicate in a respectful and professional manner. Follow up with patients and families who have not yet completed the required consent process. Make multiple follow-up attempts where required. Clearly explain the consent process to patients and/or authorised family members. Obtain verbal consent in accordance with company procedures. Send the appropriate consent forms for completion and signature. Follow up to ensure consent forms are completed and returned. Verify that all required information and signatures have been received. Maintain accurate records of consent status. Escalate questions, concerns, or issues requiring clinical or management input. Maintain an organised spreadsheet tracking the complete consent process. Keep patient records and consent statuses accurate and up to date. Track each patient from initial contact through to completed consent. Record call attempts, successful contacts, follow-ups, and outstanding documentation. Monitor outstanding consent forms and proactively follow up. Ensure no patient or consent documentation is overlooked. Organise and maintain digital documentation and files. Provide regular updates to management regarding progress, outstanding consent, and follow-ups required. Requirements Previous experience in healthcare administration, patient coordination, customer service, outbound calling, or a similar role is preferred. Must be comfortable making a high volume of outbound calls. Excellent verbal and written communication skills. Confident and professional telephone manner. Comfortable speaking with patients and family members. Ability to explain information clearly and in an easy-to-understand manner. Professional, patient, and compassionate approach when communicating with patients and families. Strong organisational and administrative skills. Excellent attention to detail. Comfortable working with spreadsheets and online systems. Ability to accurately track multiple patients, calls, documentation, and follow-ups. Strong time-management skills. Reliable and consistent with follow-through. Ability to work independently and manage a designated workload. Strong ability to prioritise tasks and ensure outstanding items are followed up. Thinking of applying? Here's the inside scoop. Let us walk you through the next steps. Step 1 – Complete Your Application Fill in our application form and upload your CV. This stores your profile in our Applicant Tracking System (ATS) and places you into our active job pipelines, making it easier for us to match you with current and future opportunities. Step 2 – The First Look (One-Way Video Interview) This is where your application comes to life. We review your CV and video interview to get a feel for your experience, communication style, and overall fit. If we like what we see, you're on to the next step! Why do we ask for a video? Because a résumé can tell us what you've done, but it can't show us you . Your video is your moment to shine, and it helps us see: How you communicate and connect with people. How you present yourself professionally. Other opportunities you might be an even better fit for (bonus surprises!). Think of it as your personal trailer. One great video means we can pitch you for multiple roles and get you in front of the right employers, faster. Heads up: Some clients watch your video directly, so make it one you'd be proud to have represent you. This is your highlight reel—make it count! Step 3 – Let's Actually Talk A Sourcing Specialist calls to chat about your experience, your availability, what you want to earn, and the role itself. Consider it a friendly vibe check. Step 4 – The Fine Print, Made Fun We break down what it's like working as an independent contractor—hours, pay, contract terms, the whole deal. No surprises, no fine-print sneakiness. You'll get it all in writing. Step 5 – Matchmaking Time Our Talent Delivery Team plays cupid, matching you to clients where you're most likely to shine. We can't promise everyone gets picked, but we're rooting for you. Step 6 – Showtime Got shortlisted? We'll set up your interview, prep you like a pro, and have your back the whole way—with a Reworks teammate right there facilitating. Step 7 – The Verdict We chase feedback the second it lands and keep you in the loop. Fraud Disclaimer: ReWorks Solutions will never request payment during recruitment or require in-person office visits. All official communication will come from a ReWorks Solutions email address. Please verify any suspicious messages with our team directly.