Client Engagement Specialist

Role Overview

We are seeking a professional and empathetic Client Engagement Specialist to serve as the first point of contact for individuals and families enquiring about healthcare services. This role focuses on inbound call handling, relationship-building, and guiding callers through the initial enquiry and admissions process in a calm, ethical, and supportive manner.

Key Responsibilities

• Answer inbound calls and enquiries professionally and empathetically

• Build rapport and establish trust with callers

• Provide clear and accurate information about services and next steps

• Gather and record relevant information accurately in internal systems

• Schedule appointments or escalate calls to licensed professionals when required

• Follow approved scripts, call flows, and escalation procedures

• Maintain strict confidentiality and data protection standards

• Update CRM or call management systems accurately

Required Skills & Experience

• Excellent spoken and written English

• Previous experience in customer service, call centre, or client-facing roles

• Strong communication, listening, and interpersonal skills

• Ability to handle emotionally sensitive conversations calmly

• Comfortable working U.S. hours (afternoon and evening SA time)

• Reliable internet connection and private work-from-home environment

Preferred (Not Required)

• Experience supporting healthcare, wellness, or professional services clients

• Exposure to U.S.-based customers or international markets

• Familiarity with CRM or call-logging systems

Compliance & Professional Standards

• Willingness to complete confidentiality and HIPAA-related training

• Commitment to ethical communication and professional conduct