Call Center Representative - Healthcare Patient Services

Call Center Representative — Healthcare Patient Services

JOB TITLE: Call Center Representative — Healthcare Patient Services
LOCATION: 3, Block B1 Block B 1 PGECHS, Lahore, 54770, Pakistan
EMPLOYMENT TYPE: Full-Time
REPORTS TO: Call Center Team Lead / Operations Manager
SALARY: Competitive + Performance Incentives

About This Opportunity

We are building a world-class healthcare patient services call center supporting patients and healthcare providers across the United States. Our patients deserve professionalism, empathy, accuracy, and outstanding service every single time they interact with us.

This is not a typical call center role. You will be part of a high-performing healthcare support team focused on helping patients navigate important healthcare services and ensuring every interaction is handled with care and professionalism.

If you are someone who communicates clearly, works well under pressure, cares about helping people, and takes pride in delivering exceptional customer service — we want to hear from you.

What You Will Do

Patient Communication & Support

• Handle inbound and outbound calls professionally and compassionately
• Assist patients with scheduling, follow-up communication, and general support services
• Accurately document all call interactions and updates within company systems
• Follow approved call workflows, scripts, and escalation procedures
• Maintain professionalism and empathy during sensitive or emotionally difficult conversations
• Ensure all patient interactions are handled efficiently and respectfully

Workflow & Documentation

• Complete all required documentation accurately and in real time
• Route messages, requests, and escalations appropriately
• Follow all operational workflows and communication protocols
• Maintain strong attention to detail while managing multiple tasks
• Meet productivity and quality expectations consistently

Quality & Compliance

• Maintain strict HIPAA and patient privacy compliance at all times
• Follow all company security and confidentiality policies
• Participate in quality assurance reviews and coaching sessions
• Apply feedback and coaching to continuously improve performance
• Maintain accuracy, professionalism, and compliance on every interaction

Team Collaboration

• Participate in daily team huddles and operational meetings
• Work closely with supervisors and team leads to resolve issues quickly
• Support teammates during high-volume periods
• Contribute positively to a professional and respectful work environment

What You Must Have (Required)

• Fluent spoken and written English with a clear and professional communication style
• Minimum 1 year of customer service or call center experience preferred
• Strong listening and problem-solving skills
• Ability to remain calm and professional under pressure
• Strong computer literacy and ability to learn new systems quickly
• Ability to work U.S.-aligned shifts
• Reliable attendance and strong work ethic
• Ability to communicate with empathy, professionalism, and patience

What Will Set You Apart (Preferred)

• Experience in healthcare, medical, insurance, or patient services environments
• Familiarity with U.S. healthcare terminology
• Experience handling inbound and outbound calls
• Experience working with U.S.-based customers or patients
• Knowledge of HIPAA or healthcare privacy standards
• Experience in offshore support environments serving U.S. clients

What We Offer

• Competitive salary with performance-based incentives
• Full training on systems, workflows, and healthcare processes
• Career growth opportunities within a rapidly expanding organization
• A professional, team-oriented work environment
• Meaningful work supporting patients and healthcare operations in the United States

How to Apply

Please submit your CV along with a brief cover letter describing:

• Your customer service or call center experience
• Your experience communicating with U.S.-based customers or patients
• Why you are interested in healthcare patient services

Pay: Rs139,247.00 per month

Experience:

• Call Agent: 1 year (Preferred)

Language:

• English fluently (Required)

Work Location: In person