Mero Doctor (Teleconsultation) Support Associate-CSD

Company DescriptionMidas Health Services Pvt. Ltd. is an ISO 9001:2015 certified, Nepal-based company that offers IT solutions to local clients. We are committed to delivering value, quality, and the best possible customer service. Our success is a reflection of our focus on experience, knowledge, methodology, and professional commitment. As we develop and update modules, our existing customers always remain our top priority.Job Description / Terms of Reference (TOR)We are looking for a dedicated and empathetic Online Patient Support Representative to join our growing telemedicine team at Mero Doctor. The ideal candidate will serve as the primary point of contact for patients seeking online healthcare services, ensuring a smooth, efficient, and compassionate teleconsultation experience.1. Core ResponsibilitiesHandle patient inquiries through phone, email, and online chat related to teleconsultation services.Schedule and confirm telemedicine appointments using the Mero Doctor.Guide patients through the online consultation process, including registration, document upload, and login assistance.Provide real-time support to patients during connection or consultation issues.Coordinate with doctors to ensure smooth consultation flow and timely follow-ups.Assist doctors in uploading prescriptions, reports, and follow-up notes in the system.Monitor consultation queues and follow up on pending or incomplete appointments.Maintain patient confidentiality and data privacy at all times.Prepare daily/weekly reports on consultation volume, cancellations, and technical issues.Communicate patient feedback and recurring issues to the technical or management team for improvement.Ensure that teleconsultation workflows comply with company policies and service standards.Support awareness activities or campaigns related to Mero Doctor services.2. Minimum Qualifications Bachelor’s degree from any field are also eligible to apply. However, a background in Health Sciences, Nursing, Public Health, Or IT field will be considered an added advantage.Prior experience in hospital front desk, call center, or telemedicine support is an advantage.3. Other Requirements & Competencies Proficiency in Microsoft Office tools (Word, Excel) and online communication tools (Zoom, Google Meet, etc.).Ability to troubleshoot minor user issues (login, connectivity, or upload errors).Strong communication and interpersonal skills.Attention to detail, reliability, and ability to multitask under pressure.Team-oriented and proactive attitude.