Patient Representative - Chat Support

The Patient Representative – Chat Support is a full-time, on-site position based in Lahore. This role involves providing real-time chat assistance to patients by addressing their inquiries, clarifying information, and helping with appointment-related questions and basic service details. The representative plays a crucial part in ensuring a smooth and positive patient experience through effective communication and timely support.

Key Responsibilities:
- Provide accurate and empathetic real-time chat support to patients.
- Document all interactions precisely, using appropriate medical terminology.
- Follow established protocols to maintain high standards of patient service.
- Collaborate with internal teams to resolve patient issues efficiently.
- Escalate complex cases to the relevant departments when necessary.
- Maintain confidentiality and ensure data security in all communications.
- Meet performance targets and adhere strictly to assigned shift schedules.
- Contribute to a patient-centered service environment by demonstrating professionalism and empathy.

Required Qualifications:
- Graduation or Bachelor’s degree is mandatory.
- Minimum of 6 months relevant experience in chat support or customer service.
- Willingness to work night shifts aligned with the Eastern Time Zone (approximately 5 PM to 2 AM).
- Strong communication and customer service skills to interact clearly, empathetically, and professionally with patients.
- Accurate typing skills to manage fast-paced chat conversations and detailed documentation.
- Proficiency in English, both written and spoken, with the ability to follow scripts and guidelines precisely.
- Attention to detail and awareness of confidentiality requirements.
- Ability to work effectively in a structured, shift-based environment.

Preferred Qualifications and Benefits:
- Experience in healthcare customer support, call centers, or BPO environments is preferred.
- The position offers a competitive salary of 60,000 PKR.
- The work schedule includes five working days per week, with Saturdays and Sundays off.
- Night shift hours are likely from 5 PM to 2 AM, supporting operations aligned with the Eastern Time Zone.

This role is ideal for candidates who are detail-oriented, patient-focused, and comfortable working in a dynamic, healthcare-related chat support environment.