Customer Care Representative – Front Desk & Internal Coordination

Job Summary:

We are seeking a professional, well-presented, and proactive Customer Care Representative – Front Desk & Internal Coordination to join our team.He/she is the primary point of contact for patients, clinics, and caregivers. This role ensures a professional, empathetic, and well-coordinated experience while supporting internal teams through effective communication and structured coordination in a healthcare/medical device setting.

Key Responsibilities:

Front Desk & External Interaction

• Greet and assist patients, caregivers, clinic staff, and visitors with professionalism and empathy.

Internal Coordination

• Coordinate effectively with Technical Support, Field Service, Logistics, Sales, and Operations teams.
• Ensure accurate relay of information, follow-ups, and escalations across departments.
• Track open requests and ensure timely resolution in line with SOPs.

Documentation & Compliance

• Maintain accurate records of interactions in CRM or internal systems.
• Ensure patient confidentiality and compliance with HIPAA, data privacy, and internal policies.
• Follow approved scripts, SOPs, and communication standards consistently.

Customer Experience

• Deliver a patient-centric service experience with empathy, patience, and professionalism.
• Handle concerns calmly and escalate issues appropriately when required.
• Contribute to continuous improvement of front-desk and customer care processes.
• Handle inbound and outbound calls, emails, and walk-in inquiries related to medical devices and services (non-clinical).
• Receive and manage calls from U.S.-based patients for general information, guidance, and service-related inquiries, following approved scripts and SOPs.
• Communicate clearly and confidently, ensuring understanding and reassurance for patients and caregivers.
• Guide visitors on processes, documentation, and next steps in a structured manner.

Key Competencies:

• High level of integrity and professionalism.
• Strong interpersonal skills and the ability to build rapport with clients and colleagues.
• Sales-oriented mindset with a proactive approach to customer engagement.
• Attention to detail and problem-solving skills.
• Ability to handle confidential information with discretion.

Required Qualifications

• Bachelor’s degree or equivalent (preferred).
• Experience in customer care, front desk operations, or healthcare-related support roles (medical device experience preferred).
• Proficiency in MS Office and CRM or customer management systems.

Preferred Skills & Attributes

• Good verbal and written communication skills with a clear, professional accent.
• Bilingual capability (English and Urdu preferred)
• Ability to communicate effectively with patients, caregivers, and healthcare professionals.
• Strong interpersonal, organizational, and multitasking skills.
• Detail-oriented with strong follow-up discipline.

Working Conditions

• On-site, front-desk role in a healthcare/medical device environment.
• May require coordination beyond standard office hours depending on operational needs.

Performance Metrics

• Patient, caregiver, and clinic satisfaction levels
• Accuracy and completeness of documentation
• Effectiveness and timeliness of internal coordination
• Compliance with SOPs and service quality standards

Job Type: Full-time

Pay: Rs60,000.00 per month

Ability to commute/relocate:

• Lahore: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Work Location: In person