Care Coordination & Patient Support Specialist

Genfinity; Metro Manila; On-site; PHP 391,000 - 614,000; Full time

Job summary

Author Health is seeking a full-time Customer Service Representative in Metro Manila to be the primary contact for patients and caregivers, handling scheduling, billing inquiries, and urgent healthcare needs.

You will follow standard scripts, triage inquiries, assist with appointments and medication questions, document in CRM, and ensure HIPAA-compliant care. The role requires 1 year US healthcare CSR experience, empathy, and the ability to work onsite in Makati or Pasig.

Qualifications

• Graduate of a 4-year allied health degree.
• Minimum 1 year in a US healthcare CSR role.
• Experience in high-volume inbound support environments.
• Strong adherence to HIPAA and internal policies.
• Excellent communication and empathy in patient interactions.

Responsibilities

• Handle inbound patient inquiries as the primary contact.
• Adhere to the Inbound Call Procedure and scripting.
• Triage scheduling, re-scheduling, and billing questions.
• Support appointment management and urgent visits.
• Assist with medication status questions and script resends.
• Log call details in CRM with HIPAA compliance.
• Collaborate with care teams for seamless transitions.
• Remain available for inbound calls during shift.
• Provide feedback to improve engagement strategies.

Skills

CSR experience

US healthcare accounts

Customer service

HIPAA compliance

Tech proficiency

Communication skills

Time management

Multitasking

Empathy and de-escalation

Startup environment mindset

Education

4-year allied health degree

Tools

CRM software

Job description

Author Health is seeking a full-time Customer Service Representative in Metro Manila to be the primary contact for patients and caregivers, handling scheduling, billing inquiries, and urgent healthcare needs.

You will follow standard scripts, triage inquiries, assist with appointments and medication questions, document in CRM, and ensure HIPAA-compliant care. The role requires 1 year US healthcare CSR experience, empathy, and the ability to work onsite in Makati or Pasig.