Care Coordinator (WFO: Pampanga)

Cloudstaff Philippines Inc.; Tarlac City; Remote; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Comprehensive health insurance

Flexible leave credits

Career advancement opportunities

Company-provided PC and fiber internet

International career growth

Employee Share Units program

Dream Points program

Job summary

Cloudstaff Philippines Inc. is seeking a proactive Care Coordinator to join our offshore team supporting Australian patients. You will manage diagnostic booking flows, coordinate imaging appointments, and ensure accurate record-keeping across our patient management system.

You will handle live member calls, emails and SMS, chase referrals, update tracking spreadsheets, and maintain high service levels while following SOPs. A stable internet connection and clear communication are essential.

Qualifications

• Clear, warm, unhurried English on the phone is essential.
• Mid-booking with multiple imaging partners while handling inboxes and calls.
• Accurate referrals with supporting pathology attached is required.
• Owns a member issue until resolution, follows SOPs.
• Follows SOPs and flags process issues with a fix proposal.
• Stable internet connection and dual-monitor setup are non-negotiable for calls.
• No clinical qualifications required; escalations go to onshore team.

Responsibilities

• Manage daily ticket queues (SLA-breached tickets, emails, SMS, live chat, calls).
• Coordinate bookings for diagnostic scans with imaging partners.
• Process orders, test kits, and results (glucose monitors, genetic tests, microbiome kits).
• Keep patient records and tracking spreadsheets accurate and updated daily.
• Review AI-handled tickets for quality and escalate when needed.

Skills

Communication Skills

Multitasking Ability

Attention to Detail

Ownership Mindset

Process-Oriented

Technical Setup

No Clinical Background Needed

Tools

Zendesk

Aircall

HubSpot

In-house PM system

Decagon

Slack

Notion

Google Sheets

Hex dashboards

Cal.com

Hubstaff

Job description

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 Escalate when needed

Qualifications and Requirements

1. 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.




2. Multitasking Ability – A coordinator will be mid-booking with three imaging partners while working two inboxes and taking calls.




3. 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.




4. Ownership Mindset – Owns a member's issue until it is finished, rather than passing it along.




5. Process-Oriented – Follows an SOP, and flags when it's wrong. Our best coordinators surface process problems with a proposed fix.




6. Technical Setup – Stable internet, headset, dual monitors — non-negotiable for call work.




7. 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).

Perks and Benefits

• Comprehensive health and life insurance starting on your 16th day of employment, including coverage for one free dependent


• Flexible leave credits that can be used for vacation, emergencies, and sick leave


• Exciting Mid-Year Parties with giveaways and cash prizes!


• Endless opportunities for career advancement


• We set you up for success with a company-provided PC/laptop and fiber internet connection


• Tech-on-Wheels support


• Join our CS Social Clubs and Special Interest Groups to connect with colleagues


• International career growth and networking opportunities


• Unlimited cash incentives for successful referrals


• In-house psychiatrist available to support employees' well-being


• Become part of the Employee Share Units program


• Cloudstaff Dream Points – redeemable for useful items like appliances, kitchen gadgets, and more

CLOUDSTAFF: BUILD YOUR CAREER, ANYWHERE

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

WHY CLOUDSTAFF IS THE #1 WORKPLACE?

• Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition


• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement


• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.