[Hiring] Customer Service Representative @ReWorks Solutions

Role Description

We are looking for a professional, compassionate, and confident Customer Service Representative to support patients and their families throughout the programme consent process. The successful candidate will be responsible for making outbound calls to patients and/or their family members, explaining the programme and consent process, answering basic questions, obtaining verbal consent, coordinating required documentation, and following up until the consent process is completed. This role is highly communication-focused and requires someone who is comfortable making a high volume of outbound calls while maintaining a warm, professional, and compassionate approach.

• Make outbound calls to patients and/or their family members.
• Introduce yourself and clearly explain the purpose of the call.
• Explain the programme, what it involves, and what the patient or family can expect.
• Answer basic questions and provide clear and accurate information within the scope of the role.
• Build rapport with patients and families and communicate in a respectful and professional manner.
• Follow up with patients and families who have not yet completed the required consent process.
• Make multiple follow-up attempts where required.
• Clearly explain the consent process to patients and/or authorised family members.
• Obtain verbal consent in accordance with company procedures.
• Send the appropriate consent forms for completion and signature.
• Follow up to ensure consent forms are completed and returned.
• Verify that all required information and signatures have been received.
• Maintain accurate records of consent status.
• Escalate questions, concerns, or issues requiring clinical or management input.
• Maintain an organised spreadsheet tracking the complete consent process.
• Keep patient records and consent statuses accurate and up to date.
• Track each patient from initial contact through to completed consent.
• Record call attempts, successful contacts, follow-ups, and outstanding documentation.
• Monitor outstanding consent forms and proactively follow up.
• Ensure no patient or consent documentation is overlooked.
• Organise and maintain digital documentation and files.
• Provide regular updates to management regarding progress, outstanding consent, and follow-ups required.

Qualifications

• Previous experience in healthcare administration, patient coordination, customer service, outbound calling, or a similar role is preferred.
• Must be comfortable making a high volume of outbound calls.
• Excellent verbal and written communication skills.
• Confident and professional telephone manner.
• Comfortable speaking with patients and family members.
• Ability to explain information clearly and in an easy-to-understand manner.
• Professional, patient, and compassionate approach when communicating with patients and families.
• Strong organisational and administrative skills.
• Excellent attention to detail.
• Comfortable working with spreadsheets and online systems.
• Ability to accurately track multiple patients, calls, documentation, and follow-ups.
• Strong time-management skills.
• Reliable and consistent with follow-through.
• Ability to work independently and manage a designated workload.
• Strong ability to prioritise tasks and ensure outstanding items are followed up.

Benefits

• Full-Time, Remote Work.
• Salary: South African Rand (ZAR).

Company Description

Thinking of applying? Here's the inside scoop. Let us walk you through the next steps.

• Step 1 – Complete Your Application: Fill in our application form and upload your CV.
• Step 2 – The First Look (One-Way Video Interview): Review of your CV and video interview.
• Step 3 – Let's Actually Talk: A Sourcing Specialist calls to chat about your experience.
• Step 4 – The Fine Print, Made Fun: Breakdown of working as an independent contractor.
• Step 5 – Matchmaking Time: Our Talent Delivery Team matches you to clients.
• Step 6 – Showtime: Setting up your interview and prep support.
• Step 7 – The Verdict: Feedback follow-up.

Fraud Disclaimer: ReWorks Solutions will never request payment during recruitment or require in-person office visits. All official communication will come from a ReWorks Solutions email address. Please verify any suspicious messages with our team directly.