Hiring: Digital Support / Contact Center Agent
Department: Patient Services
Employment Type: Full time
Work Schedule: Rotational shifts | 24/7 operations
About the RoleWe are looking for a detail-oriented, empathetic, and digitally proficient Digital Support / Contact Center Agent to join our Patient Services team.
In this role, you will be responsible for providing timely, accurate, and compassionate support to patients through live chat and other digital communication channels. From managing patient enquiries and coordinating appointments to resolving service concerns, you will play an important role in delivering a seamless and positive patient experience.
This is a non-clinical support role requiring excellent communication skills, sound judgement, and a strong commitment to patient confidentiality and service quality.
Key Responsibilities• Manage multiple live chat conversations while maintaining accuracy, empathy, professionalism, and confidentiality.
• Respond to patient enquiries relating to prescriptions, consultations, medication deliveries, accounts,



and general service processes.
• Assist with appointment bookings, rescheduling, and cancellations.
• Communicate clear information, realistic timelines, and appropriate next steps to patients.
• Identify and promptly escalate clinical, safeguarding, and high-risk enquiries to the appropriate professionals.
• Coordinate with clinicians, pharmacies, delivery partners, and internal teams to resolve patient concerns.
• Handle complaints and service issues in accordance with established procedures.
• Maintain accurate records and complete identity verification checks where required.
• Adhere to SOPs, escalation protocols, data protection requirements, and quality standards.
• Meet performance targets and ensure effective handovers for unresolved or time-sensitive cases.

Eligibility CriteriaEssential Qualifications & Experience
• Bachelor's degree in a science-related discipline, such as Life Sciences, Health Sci

📌 Contact Center Agent – Chat Support (Sahibzada Ajit Singh Nagar)
🏢 DNA Growth
📍 Sahibzada Ajit Singh Nagar