Contact Center Associate - Patient Inquiries & Appointments

About the role

A healthcare organization specializing in IVF and fertility services in Naxal, Kathmandu is looking for two dedicated, professional and customer-focused Contact Center Associates. They handle patient inquiries by phone, email and social media, provide accurate information on services, treatments and appointments, schedule appointments, follow up with prospective patients and help convert leads.

Key responsibilities

• Handle incoming and outgoing patient inquiries by phone, email and social media, answering questions promptly and professionally
• Provide accurate information on available services, treatments and appointment procedures
• Schedule and manage patient appointments, coordinating with internal departments and keeping accurate records
• Follow up with interested prospects, track follow-ups and support lead conversion
• Record inquiries, communication history and follow-up activities in the system
• Coordinate with internal teams so that patient needs are addressed smoothly

Required profile

• At least one year of experience in a call center, customer service or communication-related role
• Strong interpersonal skills, organizational ability and confidence handling several communication channels
• Patient-focused approach and flexibility to work in shifts when needed
• Willingness to commit to the organization for at least two years