Customer Care Representative

Overview

Responsibilities

• Greet and welcome patients, visitors, and clients in a warm and professional manner.
• Handle incoming calls, emails, and walk-in inquiries regarding appointments, services, test results, billing, and general healthcare information.
• Schedule, reschedule, and confirm patient appointments efficiently using our booking system.
• Provide accurate information about our laboratory, diagnostic, and medical services, including preparation instructions for tests.
• Address patient complaints, concerns, or feedback promptly and escalate complex issues to the appropriate supervisor when necessary.
• Assist with patient registration, verification of details, and collection of necessary documentation.
• Follow up with patients post-visit or post-test to ensure satisfaction and gather feedback.
• Maintain accurate records of interactions, appointments, and patient communications in line with confidentiality and data protection standards.
• Support front-desk operations and collaborate with clinical, laboratory, and administrative teams to ensure smooth service delivery.

Requirements

• OND, HND, or Bachelor’s degree in any relevant field (Business Administration, Mass Communication, Public Relations, Health Administration, or related disciplines preferred).
• Minimum of 1 year of experience in customer service, call center, front-desk, or client-facing role (healthcare experience is a strong advantage).
• Excellent command of English; additional local language skills are a plus.
• Excellent verbal and written communication skills with a clear, polite, and professional telephone manner.
• Strong customer service orientation with genuine empathy and patience when dealing with patients.
• Ability to multitask, prioritize, and remain calm under pressure in a busy healthcare environment.
• Good problem-solving skills and ability to handle difficult or emotional situations tactfully.
• Proficient in Microsoft Office (Word, Excel, Outlook) and comfortable learning healthcare management software.
• High level of integrity, discretion, and commitment to maintaining patient confidentiality.
• Pleasant personality, neat appearance, and team-oriented attitude.