Customer Service Representative

Genova IVF & Fertility Centre is seeking a dedicated Customer Service Representative to join our team. This role requires a strong commitment to providing exceptional service to patients and clients, ensuring their needs are met with professionalism and care. The ideal candidate possesses excellent communication skills, strong problem-solving abilities, and meticulous attention to detail. Fluency in both Urdu and English is essential to effectively assist a diverse patient base and maintain clear and empathetic interactions. The Customer Service Representative will operate primarily within a hospital setting, supporting patients through their journey with Genova IVF & Fertility Centre. Previous experience in a healthcare or hospital environment is highly valued. This position offers a competitive salary package along with an environment that promotes professional development and career growth. The role does not involve managing a team but requires collaboration with various departments to ensure a seamless patient experience.
Responsibilities

Greet and assist patients and visitors in a courteous and professional manner, ensuring a positive first impression of Genova IVF & Fertility Centre.
Manage incoming calls and emails, responding promptly to inquiries and providing accurate information regarding services, appointments, and processes.
Maintain detailed and accurate patient records, ensuring confidentiality and compliance with data protection regulations.
Coordinate appointment scheduling, follow-up reminders, and patient registration efficiently to support smooth clinic operations.
Handle patient complaints and concerns with empathy, actively listening and resolving issues promptly or escalating when necessary.
Collaborate with clinical and administrative staff to facilitate communication and optimize patient care pathways.
Utilize Microsoft Word and Excel to prepare reports, document communications, and maintain logs as required.
Identify opportunities to improve customer service procedures and suggest enhancements to management.
Stay updated on Genova IVF & Fertility Centre services and protocols to provide current and precise information to patients.
Adhere to organizational policies, professional standards, and legal regulations while performing all duties.