Customer Service Representative

About the role

We are looking for a dedicated Customer Service Representative to join our team in Pokhara. You will be the first point of contact for patients seeking information about IVF services, appointments, and treatments, ensuring a smooth and supportive experience.

Key responsibilities

• Handle inbound and outbound calls, emails, and in‑person inquiries about IVF services.
• Schedule, confirm, reschedule, and manage patient appointments with doctors and specialists.
• Follow up with patients regarding appointments, medical reports, treatment progress, and upcoming visits.
• Explain basic medical reports and provide guidance as directed by the medical team.
• Document all interactions, update patient records, call logs, and follow‑up information in the system.
• Address patient concerns and complaints professionally, ensuring timely resolution.
• Make reminder calls for appointments, reports, payments, and follow‑ups.
• Maintain patient confidentiality and uphold a friendly, professional attitude at all times.

Required profile

• Bachelor's degree (in progress or completed) in any discipline.
• Minimum 1 year of experience in a hospital, pathology laboratory, IVF clinic, medical contact centre, or healthcare customer service.
• Ability to interpret and explain basic medical reports is an advantage.
• Candidates with a background in medical, pathology, laboratory, nursing, or related healthcare fields are preferred.

Required skills

What we offer

• Full‑time, on‑site position in a growing HR solutions company.
• Opportunity to work directly with healthcare professionals and support patients through their treatment journey.
• Professional development in customer service and healthcare communication.