Clark-based Healthcare Support Coordinator

dnata; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

dnata is seeking Customer Support professionals to join its Clark, Pampanga team. The role focuses on handling Tier 1 queries, delivering accurate product information, and escalating Tier 2 issues to subject matter experts.

You will document all interactions in Salesforce and monitor trends while upholding patient confidentiality. The ideal candidate has at least 2 years in hospital/pharmacy settings, knowledge of medical insurance processes, and strong English communication skills.

Qualifications

• Willing to relocate to Clark, Pampanga.
• Filipino citizen or valid residence status.
• Bachelor's degree in a relevant field preferred.
• Minimum 2 years in a Hospital/Pharmacy setting; insurance/HR benefits experience a plus.
• Knowledge of medical insurance processes advantageous.
• Experience in process mapping and online file management preferred.
• Proficiency in written and spoken English.

Responsibilities

• Handle incoming calls and follow the support guide to understand the type of query.
• Provide product and service information to customers within the Tier 1 scope.
• Identify and escalate Tier 2 queries to the relevant SME.
• Document all call information on Salesforce per SOPs.
• Recognize, document, and alert management to trends in customer calls.
• Follow up customer calls where necessary.
• Uphold patient confidentiality as per company regulations.
• Identify and escalate issues to the Team lead.

Skills

Detail oriented

Quality focus

Stress management

Verbal communication

Active listening

Customer service

MS Office

Education

Bachelor's degree

Tools

Salesforce

Job description

dnata is seeking Customer Support professionals to join its Clark, Pampanga team. The role focuses on handling Tier 1 queries, delivering accurate product information, and escalating Tier 2 issues to subject matter experts.

You will document all interactions in Salesforce and monitor trends while upholding patient confidentiality. The ideal candidate has at least 2 years in hospital/pharmacy settings, knowledge of medical insurance processes, and strong English communication skills.