Patient Engagement & Customer Support (Remote position)

Company Description

Nord Surgery is a leading provider of weight loss solutions, dedicated to empowering individuals managing obesity and overweight to regain control of their lives. With origins in Lithuania and additional offices in Dubai and Nairobi, Nord Surgery delivers both surgical and non-surgical weight loss treatments, improving patient outcomes globally. Our patient-centered approach focuses on comprehensive care, including pre- and post-procedure support, lifelong programs, and dietary guidance. Backed by a team of highly specialized experts and world-class doctors, we prioritize safety, comfort, and exceptional care. At Nord Surgery, we foster a culture of teamwork, excellence, and mutual respect.

Role Description

This is a full-time remote position for a Patient Engagement & Customer Support Specialist. In this role, you will engage with patients to provide support and ensure a positive experience throughout their journey. Key responsibilities include assisting patients with inquiries, addressing concerns, providing technical support, ensuring customer satisfaction, and collaborating with the clinical team to enhance patient care for our weight loss clinics inDubai and Nairobi. This role requires prompt handling of calls, WhatsApp messages, and social media inquiries, with amaximum response time of 15 minutes.

Responsibilities

Answer inbound and outbound phone calls professionally

Respond toWhatsApp, Instagram, Facebook, and other social media messages

Ensure all inquiries and follow-ups are handledwithin 15 minutes

Assess patient needs and recommend applicable solutions

Provide accurate information about weight loss programs and clinic services

Book and manage patient appointments

Maintain accurate records of all interactions

Escalate medical-related questions to the clinical team

Maintain confidentiality and professionalism at all times

Requirements

Strong customer support and customer satisfaction skills, with a focus on delivering a positive and empathetic patient experience

Fluent in Arabic and English (spoken and written)

Previous experience in healthcare, wellness, clinics customer support

Fast response time and attention to detail

Professional phone and messaging etiquette

Ability to multitask and manage high message volumes remotely

Comfortable using WhatsApp Business, social media platforms, and Zoho CRM tools

Reliable internet connection and a quiet work environment

Ability to support multiple time zones (Dubai & Nairobi)

What we offer

Fully remote position

Competitive compensation based on experience

Training on clinic services and systems

Opportunity to grow with an international weight loss clinic