Call Centre Position (Medical Records Retriever) – BPO

Company Description IntelliBPO is a business process outsourcing provider focused on building strong, long-term client relationships. The company tailors its services to each client’s operations, needs, and pressure points, rather than using a one-size-fits-all model. IntelliBPO delivers customer care, digital customer experience, and technology solutions with an emphasis on personalized, responsive, and dependable service. As an outsourced partner, the organization operates as an extension of its clients, aligning people, systems, and processes to their standards and expectations. Through outsourced, co-sourced, and hybrid models, IntelliBPO aims to provide work that is well organized, clearly understood, and built around real partnership.

Role Description The Call Centre Position (Medical Records Retriever) – BPO is an on-site role based in the City of Cape Town. This position is responsible for contacting healthcare providers and related organizations to request, follow up on, and obtain medical records and health information in a timely and accurate manner. Day-to-day tasks include managing outbound and inbound calls, verifying patient and record details, documenting all interactions in internal systems, and ensuring compliance with privacy and security guidelines. The role involves coordinating with internal teams and clients to resolve record-related issues, escalating complex cases when necessary, and maintaining high-quality standards in data entry and customer interaction. The position requires consistent adherence to call center performance metrics while providing clear, professional, and empathetic communication.

Qualifications

• Strong understanding of Medical Terminology and foundational knowledge of Medicine to accurately identify and request the correct records.
• Knowledge of Health Information Management practices and Medical Records handling, including confidentiality and data protection standards.
• Proven Customer Service skills, especially in a call centre or BPO environment, with the ability to handle high call volumes and varied inquiries.
• Effective communication skills, both verbal and written, with clear telephone etiquette and active listening abilities.
• Ability to work on-site in the City of Cape Town and perform in a structured, metrics-driven environment.
• Strong attention to detail, accuracy in data entry, and ability to follow standardized processes and scripts.
• Basic computer literacy, including working with CRM or call centre software and electronic health record systems (training provided where necessary).
• Previous experience in healthcare, insurance, or medical administration is beneficial but not mandatory.