Job Description:

• Receive, review, and accurately process incoming referral tickets in a timely manner, ensuring all required documentation is attached and correctly filed
• Thoroughly verify patient details, clinical information, provider information, and supporting documents for accuracy, completeness, and compliance with clinic standards
• Identify missing, inconsistent, or incorrect information and proactively amend documentation where appropriate or liaise with relevant parties to obtain clarification
• Serve as the primary point of contact for clients, clinics, medical practitioners, and other stakeholders, providing professional and courteous customer support via phone and email
• Respond to enquiries regarding referral status, documentation requirements, and general service information in a clear, empathetic, and solutions-focused manner
• Maintain accurate and up-to-date records within practice management systems, CRM platforms, and shared databases
• Escalate urgent referrals, clinical concerns, or complex administrative matters to the appropriate internal team members promptly
• Assist with broader administrative duties including appointment coordination, inbox management, reporting, and continuous process improvement initiatives

Requirements:

• Previous experience in an administrative, medical reception, or customer service role (experience within the healthcare or medical sector highly regarded)
• Good to have / Bonus: A background in Medical Education, Nursing, Physiotherapy, or a strong understanding of biology would be a significant advantage.
• Strong written and verbal English communication skills, with the ability to communicate clearly and professionally with patients, clinicians, and external stakeholders
• Exceptional attention to detail with the ability to detect discrepancies, errors, and incomplete information in medical documentation
• Sound understanding of confidentiality requirements and the ability to handle sensitive patient information in accordance with privacy regulations
• Strong organisational and time management skills, with the ability to prioritise tasks in a fast-paced environment
• Proficiency in Google workspace and confidence in learning and navigating medical practice management systems or CRM platforms
• Ability to work both independently and collaboratively within a team, demonstrating accountability and reliability
• Professional, empathetic, and patient-focused approach, with strong problem-solving skills and a commitment to delivering high-quality service
• Willing to work extended hours if necessary, especially if new tickets come in, including occasional hours on Saturdays and Sundays.

Benefits:

• Competitive salary
• Opportunity to shape the HR function of a rapidly growing BPO.
• Work closely with a team of industry leaders who have successfully scaled BPOs in the past.
• Career growth and development opportunities.