Job Title: Digital Support / Contact Center Agent

Job Description
Department: Patient Services Working Pattern: Full-time, rotational shifts The Digital Support / Contact Center Agent provides accurate, timely, and compassionate support to patients through live chat and other digital channels. The role includes managing patient enquiries, supporting appointments and administrative processes, resolving service concerns, and coordinating with clinical and operations teams. Candidates must have a bachelor's degree in a science-related discipline and at least two years' experience in live chat or digital customer support. This is a non-clinical role, and any enquiry requiring medical judgement must be escalated to an appropriately qualified healthcare skilled.

Key Responsibilities
• Manage multiple live chat conversations while maintaining accuracy, empathy, professionalism, and confidentiality.
• Respond to enquiries about prescriptions, consultations, medication deliveries, accounts, and general service processes.
• Support appointment booking, rescheduling, and cancellations using relevant systems.
• Provide clear information, realistic timescales, and appropriate next steps.
• Identify and escalate clinical, safeguarding, or high-risk enquiries promptly.
• Coordinate with clinicians, pharmacies, delivery partners, and internal teams.
• Handle complaints and service concerns in line with company procedures.
• Maintain accurate records and complete identity checks where required.
• Follow SOPs, escalation pathways, data protection requirements, and quality standards.




• Meet agreed performance targets and provide clear handovers for unresolved or time-sensitive cases. Qualifications and Experience
• Bachelor's degree in a science-related discipline, such as life sciences, health sciences, biological sciences, or pharmaceutical sciences.
• At least two years' proven experience in live chat or digital customer support.
• Experience managing multiple conversations in a fast-paced workplace.
• Excellent written and verbal communication skills, including strong spelling, grammar, empathy, and professional tone.
• Robust digital, organisational, prioritisation, and record-keeping skills.
• Ability to remain calm when supporting anxious or dissatisfied patients.
• Sound judgement regarding clinical, safeguarding, or management escalation.
• Strong commitment to confidentiality, patient dignity, teamwork, and service quality. Added Advantage
• Experience in healthcare, telehealth, pharmacy, patient administration, or another regulated setting.
• Relevant healthcare, customer service, or administration qualifications.
• Experience handling complaints, escalations, or sensitive enquiries. Job Requirements
• The service operates 24 hours a day. 7 days a week, including weekends and public holidays.
• Employees work rotationally across three shifts, with each shift lasting 9 hours, including scheduled breaks.
• Flexibility to work daytime, evening, overnight, weekend, and public holiday shifts is essential.
• Reliable attendance, punctuality, and effective shift handovers are required.

📌 Contact Center Agent (India)
🏢 DNA Growth
📍 India