Administrative Patient Care Coordinator - Ghana Contact Center
Location: Ghana - On-site
Schedule: Monday through Friday, 8:00 a.m. to 5:00 p.m.
Employment Type: Full-Time
Reports To: Ghana Contact Center Manager or designated leader
Overview
Serenity Healthcare is seeking detail-oriented Administrative Patient Care Coordinators to support patient communication and administrative workflows from our Ghana contact center. This role completes reminder calls, responds to reminder-related SMS messages, processes fax referrals, enters information accurately, and maintains assigned work queues.
The position requires excellent spoken and written English, strong computer skills, reliable attendance, and the ability to complete high-volume work accurately and efficiently. Team members must follow established procedures, protect patient information, meet productivity and quality expectations, and raise questions or concerns promptly.
What You'll Do
Reminder Calls
- Make outbound reminder calls to patients using approved scripts and procedures.
- Communicate clearly, professionally, and respectfully in English that is easily understood by patients.
- Confirm appointment information and document the outcome of each call accurately.
- Select the correct disposition and complete all required notes.
- Recognize questions or situations requiring additional help and escalate them to the appropriate team.
- Complete assigned reminder-call work within established deadlines and service levels.
Reminder SMS Support
- Review and respond to assigned reminder-related SMS messages using approved language, templates, and procedures.
- Provide accurate information without making assumptions or communicating beyond the authority of the role.
- Document completed SMS interactions in the appropriate system.
- Identify urgent, sensitive, or complex messages and route them to the appropriate team.
- Maintain productivity while ensuring every response is accurate and professionally written.
Fax Referral Processing
- Review incoming fax referrals and supporting documents.
- Enter patient and referral information accurately into the appropriate systems.
- Confirm that required information is present, complete, and readable.
- Identify missing, incomplete, duplicate, or conflicting information and follow the escalation process.
- Complete assigned fax-referral queues within required service levels while protecting confidential information.
Administrative and System Support
- Work accurately across multiple systems, applications, browser windows, and work queues.
- Enter, update, and verify patient information with close attention to detail.
- Use Microsoft Word, Excel, email, and other required business tools.
- Follow standard operating procedures, job aids, templates, and documented workflows.
- Maintain accurate productivity, completion, and exception records.
- Participate in training, coaching, quality reviews, and process updates.
- Report system issues, workflow problems, or data concerns promptly.
- Support additional administrative or patient-contact work as business needs change.
What We're Looking For
- Fluent spoken and written English.
- Clear, professional, and easily understood telephone communication.
- Strong written grammar, spelling, sentence structure, and email etiquette.
- Ability to pass an on-site typing and data-entry assessment.
- Strong computer literacy and confidence using multiple systems at the same time.
- Working knowledge of Microsoft Word, Excel, email, internet browsers, and common office applications.
- Ability to enter information quickly and accurately.
- Strong attention to detail, including names, dates, telephone numbers, email addresses, and patient information.
- Ability to follow detailed written instructions and established procedures.
- Strong organization and time management.
- Ability to manage repetitive, high-volume work without sacrificing accuracy or professionalism.
- Sound judgment and willingness to ask questions when information is unclear.
- Dependable attendance and the ability to arrive on time and be ready to work at the start of the shift.
- Ability to work on site from 8:00 a.m. to 5:00 p.m., Monday through Friday.
- Ability to maintain confidentiality and handle sensitive patient information appropriately.
Preferred Background
- University degree or equivalent post-secondary education.
- At least one year of experience in customer service, contact center operations, healthcare administration, data entry, teleservices, or a similar administrative role.
- Experience making outbound calls or communicating with customers by telephone and SMS.
- Experience processing referrals, forms, records, or other detailed documentation.
- Experience supporting a U.S.-based organization or U.S. customers.
- Familiarity with healthcare terminology or patient scheduling is helpful but not required.
Skills and Behaviors for Success
- Accuracy: Completes work correctly and verifies important information before submission.
- Communication: Speaks and writes clearly, professionally, and respectfully.
- Reliability: Maintains dependable attendance, punctuality, and follow-through.
- Productivity: Manages assigned volume and deadlines without reducing quality.
- Judgment: Recognizes incomplete or unusual situations and escalates appropriately.
- Coachability: Accepts feedback and applies updated procedures consistently.
- Adaptability: Learns new systems and adjusts as responsibilities and processes change.
- Patient Focus: Demonstrates patience, empathy, and professionalism in every interaction.
Selection Process
Candidates should be prepared to complete the following steps during the hiring process:
- Structured interview
- On-site typing and data-entry assessment
- Written English assessment
- Telephone communication or reminder-call simulation
- Basic Microsoft Word, Excel, and email exercise
- Attention-to-detail exercise
- Reference and background checks where applicable
Performance Expectations
- Reliable attendance, punctuality, and schedule adherence.
- Typing and data-entry accuracy.
- Work completed compared with assigned volume and required turnaround time.
- Accurate documentation and disposition use.
- Quality of telephone and written communication.
- Compliance with scripts, procedures, confidentiality, and information-security requirements.
- Appropriate identification and escalation of incomplete, urgent, or unusual situations.
- Responsiveness to coaching and process changes.
- Reliable contribution to the overall team and assigned work queues.
Work Environment
This is an on-site position in Ghana. Employees will work in a contact center environment and spend most of the workday using a computer, telephone, headset, email, and other communication systems. The role involves repeated data entry, outbound patient communication, and management of assigned electronic work queues.
What Success Looks Like
- Reminder calls and messages are completed accurately and on time.
- Fax referrals are entered correctly and incomplete information is identified quickly.
- Patients receive clear, professional, and respectful communication.
- Work queues remain current and assigned tasks are completed by the deadline.
- Patient information is protected and documented correctly.
- Employees arrive on time, remain productive, and communicate promptly when support is needed.
- Procedures are followed consistently and improvement opportunities are raised to leadership.
Serenity is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background check.