Patient Scheduling Associate - Radiology

About the role

Sutherland is hiring a Patient Scheduling Associate (Radiology) in Kingston, Jamaica. The associate schedules, reschedules and cancels patient exams, including complex specialty procedures such as LDCT, PET and Nuc Med, and handles customer service requests, call-backs and related clerical work.

Key responsibilities

• Place outgoing calls to schedule patient exams from scripts and electronic orders, and answer incoming calls courteously, identifying yourself and the company.
• Handle VIP physician scheduling requests by phone and/or chat, and call referring physicians for patients who find scheduling difficult.
• Maintain good rapport with referring physicians, secretaries and clinical site staff, and de-escalate difficult interactions while keeping a compassionate tone.
• Enter appointment details, rescheduling, cancellations and comments into the RIS system, update account information at the point of scheduling, and use RIS filters for insurance, procedure and prep questions.
• Meet the incoming call volume quota, fax reports as needed, and communicate professionally with all departments.

Required profile

• At least 18 years old, with proof of 3-4 CXC/GCE/City & Guilds subjects including English, or a U.S. high school diploma or GED.
• Valid government-issued ID, TRN and NIS card, and ability to pass a criminal background check and drug test.
• Flexible availability to work any day and any assigned shift, including weekends and public holidays.
• Able to train and work onsite at the Red Hills Road site.
• Prior healthcare/insurance or BPO/customer service experience is an asset.

Required skills

• Basic PC keyboarding and Microsoft Office (Outlook, Word, Excel); typing over 30 WPM at 80% accuracy.
• Experience with CRM applications and troubleshooting technical issues; multi-tasking and prioritization.
• Excellent verbal and written communication, with proficiency in reading and live voice or chat interaction.

What we offer

• Competitive pay with base pay, incentives, overtime and shift differentials, plus annual merit increases.
• Paid training, paid vacation and sick leave, and health and life insurance.
• Onsite cafeteria, discounted meals, free shuttle for early and late shifts, and a daily refuel plan.
• Onsite medical suite with nurse and doctor, discounts with corporate and retail partners, and career development opportunities.