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 in

Dubai and Nairobi . This role requires prompt handling of calls, WhatsApp messages, and social media inquiries, with a maximum response time of 15 minutes.

Responsibilities Answer inbound and outbound phone calls professionally Respond to WhatsApp, Instagram, Facebook, and other social media messages Ensure all inquiries and follow-ups are handled within 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