Contact Centre Agent - Nurse at HCI Healthcare Limited

HCI Healthcare Limited, a Health Insurance company, is recruiting to fill the position below:

Job Title: Contact Centre Agent - Nurse

Location: Sabo Yaba, Lagos
Employment Type: Full-time

Job Summary

• The Contact Centre Agent Nurse is responsible for providing professional nursing care and health advice to patients and clients via telephone, email, or other communication channels.
• This role involves assessing patient needs, providing appropriate guidance, and coordinating with healthcare providers to ensure quality care.

Key Responsibilities
Patient Assessment and Triage:

• Conduct initial patient assessments through phone or electronic communication.
• Determine the urgency and nature of patient conditions and provide appropriate advice or referrals.

Health Information and Advice:

• Provide accurate and timely health information and advice based on patient symptoms and medical history.
• Educate patients on self-care techniques, medication usage, and preventive health measures.

Coordination and Referrals:

• Coordinate with healthcare providers to arrange follow-up care, specialist referrals, and diagnostic tests as needed.
• Ensure patients are directed to appropriate healthcare services based on their needs.

Documentation and Record Keeping:

• Maintain accurate and detailed patient records, including assessment notes, advice given, and follow-up actions.
• Ensure all documentation complies with legal and regulatory standards.

Customer Service:

• Provide compassionate and empathetic support to patients and their families.
• Handle patient inquiries and concerns with professionalism and sensitivity.

Team Collaboration:

• Work collaboratively with other healthcare professionals and contact centre staff to ensure a seamless patient experience.
• Participate in team meetings, training sessions, and quality improvement initiatives.

Qualifications
Education:

• Registered Nurse (RN) or equivalent qualification.
• Current nursing license in the relevant jurisdiction.

Experience:

• Minimum of 1year of nursing experience, preferably in a clinical setting.
• Experience in a contact centre or telehealth setting is an asset.

Skills:

• Strong clinical assessment and triage skills.
• Excellent communication and interpersonal skills.
• Proficiency in using computer systems and electronic health records.
• Ability to handle high-stress situations and multitask effectively.

Personal Attributes:

• Empathy and compassion for patients.
• Strong problem-solving and critical-thinking abilities.
• Commitment to continuous learning and professional development.

Working Conditions:

• Ability to work flexible hours, including evenings, weekends, and holidays as required.
• Comfortable working in a fast-paced contact centre environment.

Physical Requirements:

• Ability to sit for extended periods while performing telephone consultations.
• Manual dexterity to operate computer systems.

Application Closing Date
Not Specified