Care Coordinator (WFO: Pampanga)

Cloudstaff; Pampanga; On-site; PHP 391,000 - 614,000; Full time

Job summary

Cloudstaff in the Philippines seeks a proactive Care Coordinator to manage daily queues, coordinate imaging bookings, and process orders and results while keeping records current. You’ll handle member calls with clear English and work across multiple tools to ensure smooth workflows.

This role emphasizes ownership, attention to detail, and a process-driven mindset, with no clinical qualifications required and emphasis on strong communication with members and partners.

Qualifications

• Clear, warm, unhurried English on the phone is essential.
• Able to juggle multiple queues, emails and calls efficiently.
• Detail-oriented with accurate record keeping and filing.

Responsibilities

• Manage daily ticket queues (email/SMS/live chat/calls) and SLA monitoring.
• Coordinate bookings for diagnostic scans with imaging partners.
• Process orders, test kits and results and update patient records daily.
• Review AI-handled tickets for quality and escalate when needed.
• Follow SOPs and own member issues through resolution.

Skills

Communication skills

Multitasking

Attention to detail

Ownership mindset

Process-oriented

Technical setup

No clinical background needed

Tools

Zendesk

Aircall

HubSpot

Google Sheets

Notion

Slack

Cal.com

Job description

Is an Australian preventive-health company. Members complete a comprehensive diagnostic screening
(pathology, imaging, genetics) and are guided through a personalised care plan. Our offshore Care Coordinators are the
operational engine behind that journey — they run the booking queues, chase the diagnostics, take the member calls and
keep the records accurate.

1. Core queues worked continuously

EVERY DAY, EVERY COORDINATOR
These run all shift. A coordinator moves between them rather than working them in a strict sequence.
Alongside the shared queues, a coordinator is usually assigned to a particular service or product line — a scan type, a
test, a medication program. They are trained on that specific workflow and work alongside the onshore team to carry out the
tasks behind it end to end.

2. Booking & diagnostic coordination

members are referred for add-on scans — CT coronary angiogram (CTCA), whole-body MRI, CT chest, calcium
score. Coordinating these end to end is the heaviest daily task and the one that takes longest to train.
Prompt members through the booking flow by email and SMS — book the briefing call, complete the consent form.
Collect availability from the member, then negotiate a slot with the imaging partner. This is genuinely back-and-forth work:
partners have limited slots, members cancel, availability shifts.
Download the referral from our patient management system and send it to the partner, with all relevant historical
pathology and prior reports attached.
Keep the patient management system accurate — every booking, reschedule and cancellation reflected same day.
Complete the daily operational task list in HubSpot for each scan type.
Update the "Ordered & Drafted" tracking spreadsheet each day; it must be fully reconciled by end of week.
Chase practitioners when a referral needs updating or re-issuing.
Volume, for scoping: one coordinator manually booked 151 scans across two months alongside her other queues;
another grew from 12 to 154 bookings per half-year as she took on the workflow.

3. Orders, kits and results processing

Each coordinator owns a slice of these. They are repeatable, SOP-driven and largely independent once trained.

Core Responsibilities:

• Manage daily ticket queues (SLA-breached tickets, member emails/SMS, live chat, inbound/outbound calls)
• Coordinate bookings for diagnostic scans (CTCA, whole-body MRI, CT chest, calcium score) with imaging partners
• Process orders, test kits, and results (glucose monitors, genetic tests, microbiome kits, etc.)
• Keep patient records and tracking spreadsheets accurate and updated daily
• Review AI-handled tickets for quality and elevate when needed

• Communication Skills – A large share of the day is live member calls, often about health results they're anxious about. Clear, warm, unhurried English on the phone is the single hardest thing to hire for.
• Multitasking Ability – A coordinator will be mid-booking with three imaging partners while working two inboxes and taking calls.
• Attention to Detail – The most common quality issue we see is not rudeness or slowness — it's a referral sent without the supporting pathology attached.
• Ownership Mindset – Owns a member's issue until it is finished, rather than passing it along.
• Process-Oriented – Follows an SOP, and flags when it's wrong. Our best coordinators surface process problems with a proposed fix.
• Technical Setup – Stable internet, headset, dual monitors — non-negotiable for call work.
• No Clinical Background Needed – No clinical qualification is required. Coordinators do not give medical advice — anything clinical is escalated to the onshore team or a practitioner.

Tools Used: Zendesk (tickets, live chat) · Aircall (inbound/outbound telephony) · HubSpot (operational task lists) · our in-house patient management system · Decagon (AI support agent) · Slack · Notion (SOPs) · Google Sheets · Hex dashboards · Cal.com · Hubstaff (time tracking and invoicing).