Overview
Call Center Representative Jobs in Colombo, Western Province, Sri Lanka at Nawaloka Hospitals
Title: Call Center Representative
Company: Nawaloka Hospitals
Location: Colombo, Western Province, Sri Lanka
Company Description Nawaloka Hospitals PLC in Colombo is Sri Lanka’s leading private multi-specialty healthcare provider, known for advanced technology, expert clinical teams, and a trusted patient experience. The hospital delivers comprehensive care across key specialties such as cardiology, oncology, neurology, orthopedics, women’s health, pediatrics, and many more, supported by 24/7 emergency services and state-of-the-art operating theatres. Nawaloka’s diagnostic services feature South Asia’s first fully integrated AI-powered Radiology Centre and ISO-certified laboratories, ensuring fast and accurate results. A digitally led, AI-enhanced patient journey supports appointments, triage, payments, and follow-ups, while islandwide branches and wellness services extend access across Sri Lanka. Team members join a modern, technology-driven environment focused on high-quality, compassionate care.
Role Description This is a full-time, on-site Call Center Representative role based in Colombo. The Call Center Representative will handle inbound and outbound calls, assisting patients and visitors with appointment scheduling, service information, and general inquiries. The role includes managing call queues, accurately recording patient details in hospital systems, and routing calls to appropriate departments. Representatives will provide clear, empathetic communication, resolve concerns, and support a seamless patient experience in line with hospital service standards. The position also involves following established protocols, maintaining confidentiality, and collaborating with clinical and administrative teams to ensure timely, coordinated support.
Qualifications
- Customer-facing skills: ability to perform effectively as a Customer Service Representative focused on high Customer Satisfaction.
- Support-oriented skills: experience in Customer Support, including handling inquiries, escalations, and follow-ups professionally.
- Interpersonal skills: strong Interpersonal Skills with clear, courteous, and patient-centered communication in diverse situations.
- Technical skills: solid Computer Literacy, including use of call center systems, hospital information software, and standard office applications.
- Additional qualifications: prior experience in healthcare or call center environments, proficiency in English and local languages, strong telephone etiquette, ability to work shifts including weekends and holidays, and a high school diploma or equivalent (a diploma or degree in a related field is an advantage).
