Contact Center Agent - Open Availability

Stratford Medical Group is looking for a full time Contact Center Agent to join our team of professionals!

About Us -

Stratford Medical Group is an established provider of medical treatments for a variety of men's sexual health issues. We have a history of satisfied patients because we offer experience and expertise in a professional clinic atmosphere.

JOB TYPE: Full Time

JOB SUMMARY:

As a Contact Center Agent for our Men’s Sexual Health Clinics, you will play a crucial role in supporting patients by managing appointment scheduling. You will handle inbound and outbound calls, respond to patient inquiries, and provide compassionate, confidential service to ensure that each patient feels comfortable and informed. The primary focus of this position is to schedule appointments, explain clinic services, and guide patients through initial steps in seeking treatment for sensitive health concerns such as erectile dysfunction and other sexual health issues.

JOB RESPONSIBILITIES:

• Handle inbound and outbound calls to schedule patient appointments efficiently and accurately.
• Provide information about clinic services, address common concerns, and answer questions with a high degree of empathy, professionalism, and discretion.
• Manage a high volume of calls daily while maintaining a friendly and approachable manner.
• Accurately record patient details, appointment preferences, and other relevant information in the clinic’s database.
• Conduct follow-up calls for appointment confirmations, rescheduling, and no-shows.
• Maintain patient confidentiality at all times in compliance with HIPAA and other privacy regulations.
• Stay informed about the clinic’s sexual health medications and treatments and services to provide accurate information to patients.
• Address patient issues, resolve scheduling conflicts, and escalate complex concerns to the appropriate manager or department when necessary.
• Work with clinic staff, including medical and administrative personnel, to ensure smooth patient flow and communication.
• Understand patient needs and tailor product offerings to meet those needs.
• Achieve and exceed weekly/monthly quotas.
• Build rapport and maintain a friendly and professional tone throughout the call.
• Handle objections professionally and provide solutions.
• Adhere to company policies and guidelines, including script adherence and compliance with regulations.
• Other related duties as assigned.

JOB QUALIFICATIONS AND SKILLS:

• Fluent in both English and Spanish (spoken and written) preferred.
• Prior experience in a customer service or call center role preferred.
• Excellent verbal communication and interpersonal skills with the ability to handle sensitive topics with empathy and tact.
• Familiarity with scheduling software and basic computer skills.
• Strong attention to detail and the ability to enter data accurately.
• Understanding of and commitment to maintaining patient privacy and confidentiality.
• Ability to think quickly and handle issues effectively and diplomatically.
• A compassionate and non-judgmental approach when dealing with patients facing personal health concerns.
• Ability to work independently and as part of a team.
• Willingness to work varied shifts, including evenings and weekends if needed or required.

COMPENSATION AND BENEFITS:

• Salary – competitive base salary/rate performance-based incentives.

• Benefits – Health, dental, and vision insurance, paid time off, sick time, holiday benefits.

• Other Perks – Opportunities for professional development and career growth.

Stratford Medical Group believes in the importance of developing a professional staff and seeks to offer training and advancement opportunities from within.

Stratford Medical Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.