Healthcare Associates - Customer Service Agents (WORK-AT-HOME)

Job Description

About The Role • We are seeking dedicated and compassionate Healthcare Associates - Customer Service Agents to join our team in Metro Manila on a full-time, work-from-home basis. This is an excellent opportunity to be part of a growing healthcare support team, where you will serve as the vital link between our healthcare clients and their patients. As a Healthcare Customer Service Agent, you will handle inbound and outbound calls, manage customer inquiries, and provide support that directly impacts patient satisfaction and care coordination. This role is integral to maintaining high standards of service delivery whilst working flexibly from the comfort of your own home. Key Responsibilities • Handle inbound customer calls and inquiries from patients and healthcare providers with professionalism and empathy • Process customer requests, appointments, and administrative tasks accurately and efficiently • Provide information about healthcare services, insurance coverage, billing, and patient account details • Document all customer interactions and maintain detailed records in the company's systems • Resolve customer concerns and complaints promptly, escalating complex issues to supervisors when necessary • Make outbound calls for appointment reminders, follow-ups, and patient engagement activities • Ensure compliance with healthcare privacy regulations and company policies at all times • Meet or exceed established performance metrics including call quality, average handling time, and customer satisfaction targets • Collaborate with team members to share best practices and support overall team objectives • Participate in regular training sessions to stay updated on healthcare products, services, and customer service protocols • What we're looking for • Proven experience in customer service, preferably in a healthcare, medical billing, or patient support environment • -At least HS/SHS graduates + 6 mos. Healthcare BPO exp; Residing atleast 2 hours away from any sites • Strong communication skills with the ability to explain complex healthcare information in a clear, empathetic manner • Excellent listening and problem-solving abilities to address customer needs effectively • Proficiency in using computer systems, multiple software applications, and customer relationship management (CRM) tools • Ability to maintain patient confidentiality and demonstrate knowledge of healthcare privacy regulations such as HIPAA or local healthcare data protection laws • Patience, empathy, and a genuine desire to help patients and healthcare providers • Strong organisational skills with the ability to manage multiple calls and prioritise tasks effectively • Ability to work independently in a remote environment whilst remaining focused and productive • High school diploma or equivalent; additional qualifications in healthcare or customer service are advantageous • Clear and professional telephone voice with excellent English communication skills • Reliability and punctuality with a commitment to meeting agreed working schedules What we offer • We are committed to creating a supportive and rewarding work environment for our team members. We offer competitive compensation packages and benefits designed to support your professional growth and personal wellbeing. Working from home provides flexibility and work-life balance, eliminating commute times and allowing you to manage your professional and personal responsibilities more effectively. We provide comprehensive training programmes to ensure you have all the knowledge and skills needed to excel in the healthcare customer service sector. Career development opportunities are available for high-performing team members, with potential progression into supervisory and leadership roles. We also offer ongoing support, access to employee assistance programmes, and a collaborative team culture where your contributions are valued and recognised. Our commitment to your success includes regular feedback, performance coaching, and professional development initiatives.