Customer Support Representative

Doctors Urgent Care Group

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About Doctors Urgent Care Group

Doctors Urgent Care Group is a fast-growing, multi-state healthcare organization operating 31+ urgent care locations across the United States. Recognized by Inc. 5000 Magazine as one of the nation's fastest-growing healthcare companies, we bridge clinical excellence with patient-first care.

We are seeking an articulate, customer-focused, and energetic Customer Support Representative with international call center experience and excellent English communication skills to join our team on-site at our Johar Town office.

Position Overview This is a full-time, 100% on-site role working out of our Johar Town facility during fixed night shifts (US business hours). In this position, you will serve as a direct representative connecting our US-based clinics with patients. Operating via inbound and outbound telephone calls, you will handle patient billing inquiries, explain healthcare coverage details, resolve balances, and ensure an exceptional customer experience. Key Responsibilities

Inbound & Outbound Calling: Handle high-volume inbound inquiries and execute outbound calls to US patients regarding their account balances, payment reminders, and service questions.
Billing & Insurance Support: Assist patients in understanding line-item medical charges and explain insurance coverages (deductibles, copays, co-insurance) using polite, plain language.
Payment Processing: Secure payment plans and process credit/debit card payments through secure billing gateways.
Account Documentation: Meticulously update patient logs, notes, and account dispositions in the CRM system during and between calls.
De-escalation & Support: Resolve patient concerns and billing questions with patience, empathy, and absolute professionalism under target-driven metrics.

Required Qualifications & Experience

International Call Center Experience: 1+ years of experience in an international call center, customer service, or outbound BPO environment (catering to US, UK, or international clientele).
Exceptional English Fluency: Spoken and written English skills with a clean accent, correct grammar, and professional phone etiquette.
Location & Shift Commitment: Ability to work 100% on-site in Johar Town, Lahore on fixed night shifts (05:00 PM – 02:00 AM).
Customer Service & Tact: Strong active listening, empathy, and conflict-resolution skills for handling financial conversations politely.
Technical Skills: Fast typing speed and comfort navigating call center software, CRMs, and basic software applications on live calls.

Compensation & Perks

Base Salary: Up to PKR 75,000 / month (commensurate with experience)
Monthly Fuel Allowance: Distance-based fuel reimbursement to support your commute
Performance Bonuses: Monthly incentive metrics based on performance
Medical Allowance: Monthly stipend to support health and wellness
Paid Leaves & Leave Encashment: Paid time off with encashment options for unused leaves
Bi-Annual Eid Bonuses: Festive bonuses for Eid-ul-Fitr & Eid-ul-Adha
Secure, modern, and supportive office environment in Johar Town