Contact Center Assosciate -Naxal, Kathmandu

Vatsalya Naxal

Job Description:

• Handle incoming and outgoing calls, answering patient inquiries about IVF services, appointments, and treatments.
•  Schedule, confirm, reschedule, and manage patient appointments with doctors and specialists. 
•  Follow up with patients regarding appointments, medical reports, treatment progress, and upcoming visits. 
•  Inform patients about sample collection, sample deposit, report collection, and other required procedures. 
•  Coordinate with doctors, nurses, laboratory, and front desk teams to ensure smooth patient service. 
•  Explain basic medical reports and provide necessary guidance to patients as instructed by the medical team. 
•  Maintain accurate patient records, appointment details, call logs, and follow-up information in the system. 
•  Handle patient concerns and complaints professionally, ensuring timely support and a positive patient experience. 
•  Make reminder calls for appointments, reports, payments, and follow-ups to ensure patients receive timely care. 
•  Maintain patient confidentiality and deliver friendly, professional, and quality customer service at all times.

Specification:

• Bachelor's degree (Running/Completed) in any discipline.
•  Minimum 1 year of experience in a hospital, pathology laboratory, IVF clinic, medical contact center, or healthcare customer service (Medical CSR). 
•  Strong communication, patient handling, and customer service skills. 
•  Ability to interpret and explain basic medical reports to patients will be an added advantage. 
• Candidates with a medical, pathology, laboratory, nursing, or other healthcare background will be given preference.
•  Good knowledge of MS Office and appointment booking/CRM systems. 
•  Female candidates are preferred. 
•  Two-wheeler with a valid driving license will be an added advantage.