Full-Time Officer – PM Shift

About the role

We are looking for a full‑time Officer to work the PM shift in our multilingual call centre. The role involves handling inbound and outbound calls from patients, managing appointments and supporting the operational workflow of our medical assistance services.

Key responsibilities

• Answer incoming phone calls from patients and handle their requests professionally and timely.
• Make outgoing calls based on assigned lists, following approved scripts and procedures.
• Schedule, manage and update patient appointments, confirming and following up as needed.
• Process incoming and outgoing emails, faxes and ensure proper review and forwarding of information.
• Control and follow up on outsourcing project workflows to ensure accurate and timely task completion.
• Coordinate with team members for task distribution, follow‑up and case handling.
• Support the team in solving operational issues and maintaining smooth workflow.
• Ensure compliance with quality standards, internal procedures, scripts and service expectations.
• Prepare and send reports to the manager and escalate urgent or unresolved cases.
• Execute any other job‑related tasks requested by the manager.

Required profile

• Fluent in French and English.
• Available to work Monday through Friday from 3:00 PM to 11:00 PM, with flexibility to work up to two days per week from 12:00 PM to 8:00 PM.

Required skills