International Customer Service Agent
Core
Manage and coordinate patient cases across virtual care services (Expert Medical Opinion, Telehealth, mental health) by handling incoming requests, verifying eligibility, creating cases, and assigning them to medical teams.
Role type
Customer Service Agent (Virtual Healthcare Triage & Coordination)
Builds
Virtual care case workflows connecting patients to medical teams
Domain
Healthcare / Telemedicine
Deliverable
client delivery
Required skills
Case management, eligibility verification, system data entry, incident resolution, communication coordination, quality survey review, protocol compliance
Preferred skills
Multilingualism, hard computer skills
Responsibilities
Attend to incoming requests (calls, emails) from virtual care services; Collect basic patient information; Confirm patient eligibility; Create cases in the system; Assign and send cases to the medical team; Assist patients in resolving incidents; Control and follow up on open cases; Support coordination between physicians and patients; Review quality feedback surveys; Escalate cases with backlog or specific needs
Seniority
Entry-level to Junior