Job Description

About the job

Job Summary

The Patient Care Specialist is responsible for managing patient inquiries, qualifying leads, and providing accurate information about healthcare and laboratory services, including testing options and billing. The role acts as a key link between patients, clinical teams, and marketing to ensure a smooth patient experience, generate qualified leads, and support service conversion.Key Responsibilities

• Handle patient inquiries through WhatsApp and other communication channels in a timely and professional manner.
• Understand patient needs, qualify leads, and provide accurate information about relevant services, testing options, requirements, and billing.
• Follow up with qualified and interested leads to support conversion into confirmed bookings.
• Address patient questions and concerns and escalate clinical inquiries to the appropriate team when needed.
• Coordinate with clinical, laboratory, and marketing teams to ensure patients receive accurate and consistent information.
• Maintain accurate CRM records and track leads, follow-ups, bookings, and outcomes.
• Support customer satisfaction and contribute to agreed customer service and lead-generation targets.

Qualifications & Requirements

• Bachelor’s degree in Pharmacy, Science, Biotechnology, or a related healthcare field.
• 3–5 years of relevant experience in healthcare, patient care, medical customer service, or a similar role.
• Previous experience in the healthcare industry is required.
• A very good command of English, written and spoken, is a MUST.
• Proven experience in handling customer/patient inquiries and qualifying leads.
• Strong ability to communicate healthcare services and billing information clearly and accurately.
• Excellent communication, interpersonal, follow-up, and problem-solving skills.
• Ability to work effectively with patients, clinical teams, and marketing teams.
• Experience in healthcare sales, medical sales, patient acquisition, or lead conversion is a MUST.
• Results-oriented, proactive, and patient-focused.