Call Center Agent (2+ years experience)

About the role

Keystone Medics is seeking full-time Call Center Agents to join its Lahore office. In this role you will handle both inbound and outbound calls, assisting patients and healthcare clients with billing questions, account updates and service-related inquiries while maintaining a high level of professionalism and empathy.

Key responsibilities

• Answer and place calls to support patients and healthcare providers regarding billing and account matters.
• Document all interactions accurately in the CRM system.
• Escalate complex issues to the appropriate internal teams.
• Follow prescribed call scripts and compliance guidelines.
• Meet performance targets such as response time and customer satisfaction scores.
• Collaborate with teammates and supervisors to improve processes.

Required profile

• Minimum 2 years of call-center or customer-service experience, preferably in healthcare, insurance or related fields.
• High school diploma or equivalent; additional training in customer service or healthcare administration is a plus.
• Strong verbal and written English communication skills; additional languages are advantageous.
• Reliable, punctual and able to work on-site in Lahore on varying shifts.

Required skills

• Proficiency with call-center software.
• Experience using CRM systems.
• Basic office application skills.