Customer Service Representative

About the role

Fellow Health Partners Pakistan offers a full-time, on-site Customer Service Representative position supporting healthcare providers and their patients with billing, insurance and related inquiries. The company helps medical practices streamline billing, insurance, denials and pre-authorisations through compliant technology and trained professionals.

Key responsibilities

• Respond to phone calls, emails and online requests and resolve account issues.
• Clarify processes such as claims, denials and pre-authorisations clearly and professionally.
• Document interactions accurately in internal systems and follow established workflows.
• Escalate complex cases to the appropriate teams when needed.
• Maintain high customer satisfaction, comply with privacy guidelines and collaborate to improve the customer experience.

Required profile

• Strong customer service, customer support and customer satisfaction skills.
• Excellent verbal and written English communication, with a professional and empathetic phone and email manner.
• Ability to work remotely with reliable internet, manage time well and handle several inquiries at once.
• Basic understanding of healthcare billing, insurance processes or medical office operations is preferred.
• Prior experience in customer service, contact centres or healthcare support is an advantage.

Required skills

• Problem-solving skills and attention to detail.
• Commitment to confidentiality and compliance standards.