Customer Service Representative

We are looking for two dedicated, professional, and customer-focused Contact Center Associates to join a healthcare organization specializing in IVF and fertility services in Naxal, Kathmandu.

The selected candidates will be responsible for managing patient inquiries through phone calls, emails, social media, and other communication channels while ensuring a positive and professional patient experience.

The role involves providing accurate information about available services, treatments, and appointment procedures, scheduling patient appointments, following up with prospective patients, and supporting lead conversion.

Contact Center Associates will also maintain accurate communication records, update patient interactions in the system, and coordinate with internal teams to ensure smooth appointment management and patient support.

The ideal candidate should have at least one year of experience in a call center, customer service, or communication-related role, along with strong interpersonal skills, organizational abilities, and confidence in managing multiple communication channels.

This position requires a patient-focused approach, flexibility to work in shifts when needed, and willingness to commit to the organization for at least two years.
Patient Communication & Inquiry Management

• Handle incoming and outgoing patient inquiries through phone calls, email, social media, and other communication channels.

• Respond to patient questions professionally and promptly.

• Provide accurate information about available healthcare services, treatments, and appointment procedures.

• Maintain clear, respectful, and professional communication with patients.

• Ensure patient inquiries are addressed or appropriately coordinated with the relevant internal teams.

Appointment Scheduling & Coordination

• Schedule and manage patient appointments efficiently.

• Coordinate appointment requirements with relevant internal departments.

• Maintain accurate appointment information and scheduling records.

• Support smooth communication between patients and internal teams.

• Assist patients with appointment-related questions and follow-ups.

Lead Follow-Up & Conversion

• Follow up with prospective patients who have expressed interest in services.

• Maintain regular communication with leads through appropriate channels.

• Support lead conversion through timely follow-ups and accurate service information.

• Track follow-up activities and update lead information in the system.

• Coordinate with internal teams when additional information or assistance is required.

CRM & Record Management

• Record patient inquiries, communication history, and follow-up activities.

• Update customer interactions and appointment-related information in the system.

• Maintain organized and accurate communication records.

• Use available systems to track inquiries and follow-up status.

• Support efficient management of patient communication data.

Patient Experience & Internal Coordination

• Maintain a professional and supportive approach during patient interactions.

• Coordinate with internal teams to address patient requirements.

• Manage multiple communication channels and responsibilities efficiently.

• Support a smooth patient experience from initial inquiry through appointment coordination.

• Work effectively in a fast-paced healthcare environment.