Job Purpose:
- The Care Counsellor is responsible for engaging patients
- To support their compliance with predefined clinical protocols and care pathways (PEP)
- To support conversion throughout the treatment journey.
- To elevate patient experience throughout the journey
Key Responsibilities and Duties:
- Patient Communication and Handling
- Conduct individual counselling using the assigned counsellor app.
Educate patients on clinical protocols and expected outcomes in a compassionate and culturally sensitive manner. - Address patient questions, fears, and concerns while reinforcing the importance of protocol compliance.
Maintain a consistent follow-up schedule to monitor progress, encourage participation, and prevent dropouts.
Data Entry and Record Keeping:
- Use the Counsellor app to manage leads.
- Maintain accurate documentation of patient interactions and call outcomes.
- Accurately document all patient interactions, assessments, and interventions in the counselling application
- Update records in Counsellor app real-time to ensure continuity of care and data accuracy for care teams.