Bilingual Customer Service Representative – Healthcare

About the role

Genova IVF & Fertility Centre is seeking a bilingual Customer Service Representative to provide exceptional support to patients and visitors within its Lahore clinic. The role involves direct interaction with a diverse patient base, handling inquiries, appointments, and ensuring a smooth experience throughout their fertility journey.

Key responsibilities

• Greet and assist patients and visitors courteously, creating a positive first impression.
• Manage incoming calls and emails, delivering accurate information about services, appointments, and processes.
• Maintain detailed, confidential patient records in compliance with data protection regulations.
• Coordinate appointment scheduling, send reminders, and handle patient registration efficiently.
• Address patient complaints and concerns with empathy, resolving issues or escalating when necessary.
• Collaborate with clinical and administrative teams to streamline patient care pathways.
• Prepare reports, document communications, and maintain logs using Microsoft Word and Excel.
• Identify opportunities to improve customer service procedures and suggest enhancements.

Required profile

• Fluency in both Urdu and English, with excellent verbal and written communication skills.
• Strong problem‑solving abilities and meticulous attention to detail.
• Previous experience in a healthcare or hospital environment is highly valued.
• Professional demeanor and ability to work collaboratively across departments.

Required skills

• Microsoft Word
• Microsoft Excel

What we offer

• Competitive salary package.
• Opportunities for professional development and career growth.
• A supportive environment within a leading fertility centre.