International Caller Representative (US Time Zone)

Job Summary:

The International Caller (Backup) will provide after-hours support to US-based patients, ensuring clear, professional, and empathetic communication regarding medical devices and related services. This role supports continuity of operations during US business hours and serves as a reliable backup for patient communication needs.

Work Schedule: Shift (3 a.m. to 12 p.m.) Pakistani Time

Key Responsibilities:

• Handle inbound and outbound calls with US-based patients during assigned evening/night shifts.
• Communicate clearly and professionally in English, ensuring patient comfort and understanding.
• Provide first-level, non-clinical support related to medical device usage, general inquiries, scheduling, and service coordination.
• Accurately document all patient interactions, call details, and outcomes in CRM or internal systems.
• Escalate technical, clinical, or urgent matters to appropriate internal teams in accordance with SOPs.
• Coordinate with technical support, field service, and operations teams for timely follow-ups.
• Maintain strict confidentiality and compliance with HIPAA and company data protection policies.
• Act as a backup resource to ensure uninterrupted patient support during peak hours, staff unavailability, or emergencies.
• Adhere to approved call scripts, communication guidelines, and escalation protocols.

Required Qualifications

• Bachelor’s degree or equivalent (preferred).
• Prior experience in international calling, call center operations, or customer support (healthcare or medical device experience is an advantage).
• Excellent spoken and written English; a neutral or American-style English accent is a strong plus.
• Exceptional English communication skills with the ability to engage confidently and empathetically with US-based patients.
• Working knowledge of CRM systems and MS Office tools.

Skills & Competencies

• Strong verbal communication and active listening skills
• Clear pronunciation, professional tone, and confident English accent
• High attention to detail and accurate documentation
• Ability to work independently during night shifts
• Problem-solving mindset and stress-handling capability
• Professionalism, reliability, and adaptability

Working Conditions

• Evening/night shifts aligned with US time zones (after 6:00 PM PKT).
• Office-based / On-site (or specify remote/hybrid if applicable).
• Rotational shifts or extended hours may be required based on operational needs.

Performance Metrics

• Call quality and patient satisfaction scores
• Accuracy and timeliness of call documentation
• Compliance with SOPs, HIPAA, and shift adherence

Job Type: Full-time

Pay: Rs70,000.00 - Rs110,000.00 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