Appointment Setter

EquiServe is currently looking for: Appointment Setter

BASIC FUNCTIONS:

The Appointment Setter is a dedicated and customer-focused Contact Center Agent to

support MyHelath’s Customer Care campaign. He/She is responsible to handle inbound

calls from patients and clients, manage bookings, and provide excellent customer

service, ensuring a smooth experience for all callers.

PRIMARY DUTIES AND RESPONSIBILITIES:

1. Contact Center Solutions

a) Attending to inbound calls of Patients, Clients and potential Clients coming from the

dedicated hotline.

b) Input call details in the CRM, Ticketing System and/or Booking system.

• Inquiry
• Booking/ Rescheduling
• Complaints
• Payment
• Misdirected calls

c) Appointment and booking request based on available schedules of branches, procedures, and services.

d) Confirm appointments of patients through email and/or SMS.

e) Do authorized calls to patients when necessary (related to booking schedule only).

f) Update and maintain accurate records of customer interactions, ensuring that all notes and information are up to date in the CRM system.

g) Handle all types of calls and provide information to prospects in a clear and concise

manner.

2. Receivable Management

a) Secure information om receipt of billing within 30 days after the sending of the billing

through outbound calling and/or SMS.

b) Due date/ Collection Reminder (Multi-Channel: Generic SMS/Voice/Email

c) Front-End (30 days before due date and 15 days after due date)

d) Special Endorsement

e) Obtain payment details/options of clients.

• Check payment
• Deposit slips
• Electronic (Online) / Payment Center / Bank (OTC) payment
• CWT Document details

3. Adheres with the company code of conduct, house keeping rules, and floor management policy being implemented in operations. (e.g., Attendance Policy; Timekeeping - Sprout HR; 5S; EOP; Shifting Schedules – if needed, etc.).

4. Complies with the organization’s information security and data privacy policies, procedures, and guidelines to ensure the protection of sensitive data, safeguarding the confidentiality, integrity, and availability of all information. This includes adhering to established protocols for securely handling, storing, and transmitting data while ensuring compliance with applicable legal and regulatory requirements. Attends mandatory annual Information Security (InfoSec) and Data Privacy Act (DPA) awareness training to stay informed about the latest security practices and maintain compliance with relevant obligations.

5. Participates in any work-related activities/programs/training, etc.

JOB QUALIFICATIONS:

● With contact center experience of at least 6 Months and above

● Graduate is Plus but College Level / College Undergraduate can be considered

● Highly trainable and flexible

● Capable of upselling additional services

● Proficiency in CRM systems and basic computer skills

● Flexibility to adapt to changing priorities and schedules

● Scheduling & Detail-oriented with strong Organizational Skills- Experience with

appointment scheduling and CRM/software tools

● Problem-Solving & Multitasking - Ability to handle multiple tasks and resolve

issues efficiently

● Clear Communication- Strong verbal skills and good diction in English for clear

customer interactions

● Reliability & Professionalism- Punctual, dependable, and team-oriented with a

focus on customer satisfaction

● Knowledge in medical terms and with experience as booking agent is advantage