Customer Service Representative, Virtual Care Department

Customer Service Representative, Virtual Care Department

Location: Karachi, Pakistan

Introduction:

The Aga Khan University Hospital is a not-for-profit healthcare institute that offers all medical services to its patients under one roof. In addition to the tertiary care hospital in Karachi, AKUH has a network of 4 secondary care hospitals, 30+ Medical Centers, and over 290+ Clinical Laboratories, 30+ Pharmacies in over 120+ cities across Pakistan. It also offers Home Healthcare Services and home deliveries of medicines. The Hospital provides Zakat for those patients who are eligible, and the health system offers generous Patient Welfare to support those in financial need. In recognition of its high quality and patient safety, the AKUH is accredited by the Joint Commission International (JCI) as an Academic Medical Centre, and its Clinical Laboratories are accredited by the College of American Pathologists (CAP) for fast and accurate testing.

As an equal opportunity employer, AKU believes in promoting a diverse and inclusive culture and is committed to adopting appropriate standards for safeguarding and promoting a respectful relationship with and between diverse workforce of its faculty, staff, trainees, volunteers, beneficiaries, wider communities, and other stakeholders with whom it works, including children and vulnerable adults and expects all employees/trainees and partners to share this commitment.

Responsibilities:

You will be responsible for:

I. Patient Support and Service Navigation:

• Frontline Issue Resolution: Act as the first point of contact for patients and users, actively solving issues and inquiries related to service access, booking, technology troubleshooting, and general program navigation.
• Virtual Care Guidance: Help users in getting the services they need by guiding them through the entire virtual care journey, from initial registration to consultation and follow-up.
• Communication Execution: Proactively initiate contact and engage with users verbally (via phone calls) and over text/chat channels. Must effectively understand and communicate complex information to the client, ensuring a clear, empathetic, and professional communication style across all mediums.

II. Wellness Program Sales and Education:

• Wellness Promotion: Actively sell and communicate the benefits of the hospital’s wellness programs to patients, matching programs to patient needs and encouraging enrollment.
• Program Clarity: Ensure patients achieve clear understanding of the features, requirements, and value proposition of the wellness services they are considering or enrolling in.

III. Operational Continuity and Compliance:

• Shift Work: Work designated shifts as scheduled to guarantee continuous and reliable customer support for the 24/7 services provided by the division.
• Protocol Adherence: Strictly adhere to all defined communication and service protocols and follow the training and guidance provided by the Lead.
• Documentation: Accurately and promptly record all customer interactions, issues, and resolutions within the designated digital platform/CRM system for reporting and service continuity purposes.

Requirements:

You should have:

• Graduate Degree (or equivalent experience in a high-volume service center).
• Minimum of two (2) years of experience in a high-volume call center/contact center environment, customer service, or inside sales position, preferably within the healthcare or technology sector, demonstrating strong client communication and retention skills.
• Exceptional ability to initiate communication, actively listen, and effectively comprehend patient needs to provide accurate information and guidance.
• Mandatory proficiency in utilizing digital platforms (CRM, ticketing systems, virtual care apps) to record data, manage interactions, and ensure service continuity.
• Excellent verbal and written communication skills
• Proven ability to follow defined protocols and work effectively in a dynamic, shift-based environment.

Comprehensive employment reference checks will be conducted