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 Sciences, Biological Sciences, or Pharmaceutical Sciences.
- Minimum 2 years of proven experience in live chat or digital customer support.
- Experience handling multiple conversations in a fast-paced environment.
- Excellent written and verbal communication skills, with strong grammar, spelling, and professional communication etiquette.
- Strong digital literacy, organisational skills, prioritisation, and record-keeping abilities.
- Ability to handle anxious or dissatisfied patients with patience and professionalism.
- Sound judgement in identifying matters requiring clinical, safeguarding, or management escalation.
- Commitment to confidentiality, patient dignity, teamwork, and high service standards.

Added Advantage

- Experience in healthcare, telehealth, pharmacy, patient administration, or another regulated environment.
- Relevant healthcare, customer service, or administrative qualifications.
- Previous experience managing complaints, escalations, or sensitive enquiries.

Working Schedule
- Full-time position within a 24/7, 365-day service environment.
- Rotational shifts across three shifts, with each shift lasting 9 hours, including scheduled breaks.
- Flexibility to work day, evening, and overnight shifts, including weekends and public holidays, is essential.
- Reliable attendance, punctuality, and effective shift handovers are expected.

Significant NoteThis is a non-clinical role. Any enquiry requiring medical judgement must be escalated to an appropriately qualified healthcare professional. Interested in Joining Us?If you have a science-related educational background, relevant digital customer support experience, and a passion for delivering an excellent patient experience, we encourage you to apply.

Apply now through LinkedIn Jobs or email at [email protected] !

📌 Contact Center Agent – Chat Support (UK Process) | Urgent Hiring | Mohali (Sahibzada Ajit Singh Nagar)
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📍 Sahibzada Ajit Singh Nagar