Full Job Description
Overview
District Dermatology is hiring a Virtual Call Center Agent to support its U.S.-based dermatology practice. This is a full-time remote opportunity for a professional, detail-oriented individual who can manage high call volumes, schedule appointments accurately, and deliver an exceptional patient experience.
The role is ideal for candidates in South Africa who are comfortable working U.S. Eastern Time business hours.
Purpose of the Role
The Virtual Call Center Agent is responsible for:
- Serving as the first point of contact for patients
- Managing inbound calls and appointment scheduling
- Supporting administrative and clinical workflows in the EMR system
- Ensuring smooth communication between patients and providers
Why This Role Is Important
- Maintaining accurate scheduling and patient records
- Ensuring confidentiality and HIPAA compliance
- Reducing administrative bottlenecks
- Providing a professional and empathetic patient experience
Key Focus Areas
Patient Communication & Call Management
- Answer high volumes of incoming calls professionally
- Assist patients with appointment, service, and insurance inquiries
- Follow call scripts and established protocols
- Run appointment recall reports
Appointment Scheduling
- Schedule, reschedule, and cancel appointments via EMR
- Verify patient demographics and insurance information
- Ensure correct appointment types and provider selection
- Identify and resolve scheduling conflicts
EMR & Workflow Management
- Create and route follow-up tasks appropriately
- Complete assigned EMR tasks within required timeframes
- Document all patient interactions accurately
- Maintain HIPAA compliance and confidentiality
Professionalism & Customer Service
- Deliver empathetic, patient-centered service
- Manage difficult calls calmly and professionally
- Maintain a positive demeanor in a fast-paced environment
Team Collaboration
- Communicate effectively with providers and medical assistants
- Attend virtual meetings and training sessions
- Contribute to workflow and service improvements
Minimum Requirements
- Previous experience in a medical office, call center, or customer service environment preferred
- Dermatology or specialty practice experience advantageous
- Experience using EMR systems (EzDerm, ModMed, Athena, etc.) or ability to learn quickly
- Strong typing skills and ability to multitask across systems
- Excellent verbal communication and conflict-resolution skills
- High attention to detail and strong time management
- Reliable internet connection and quiet remote workspace
- Availability to work U.S. Eastern Time (ET) hours
- ET is typically 6–7 hours behind South African Standard Time (SAST), depending on daylight savings
Working Hours
- 40–45 hours per week
- Must work standard U.S. Eastern Time business hours
Salary
- R10,000 – R17,500 per month
What Makes a Successful Candidate
- Maintains professionalism at all times
- Demonstrates accuracy in scheduling and documentation
- Meets performance expectations consistently
- Adapts quickly to changes in workflows
- Upholds confidentiality and HIPAA standards
- Provides a consistently positive patient experience
How to Apply
Interested candidates should:
- Submit an updated CV/resume.
- Identify one mistake found in the job posting as part of the application.
Only applications that follow these instructions will be considered.