Client Support Specialist

Infinit-O; Santa Clara; On-site; PHP 279,000 - 391,000; Full time

Job summary

Infinit-O is seeking a dedicated Documentation, Compliance & Quality specialist to support scheduling, messaging, and HIPAA compliance while ensuring accurate data and client satisfaction. The role involves close collaboration with providers and clients, ensuring timely responses and compliant handling of PHI.

Ideal candidates bring strong English communication, basic tech skills, and a willingness to work a night US business hours schedule within a patient-centric BPO environment.

Qualifications

• Fresh graduates are welcome to apply.
• 6 months to 1 year of experience in Customer Service, BPO, Virtual Assistance, or front-desk coordination.

Responsibilities

• Provide timely, professional support via phone, email, Teams, and shared mailboxes; reply to messages and close the loop with clients and providers.
• Write clear, empathetic, and professional emails for clients and providers; document all interactions thoroughly.
• De-escalate and direct conversations with clients while maintaining professional boundaries.
• Uphold privacy standards and keep PHI secure in compliance with HIPAA; obtain and verify ROIs as needed.

Skills

Attention to detail

Problem-solving

Organizational skills

Night shift readiness

Tools

MS Office

Google Workspace

Scheduling platforms

Job description

Documentation, Compliance & Quality

• Follow standard operating procedures (SOPs) for scheduling, messaging, and HIPAA compliance.
• Identify process gaps and recommend improvements to enhance client experience, throughput, and provider productivity.

Infinit-O is the trusted, customer-centric, and sustainable leader in Business Process Optimization. We empower finance and healthcare organizations to thrive in a digital-first world by combining specialized industry expertise and innovative technology for 20 years.

We navigate complex industry landscapes to drive transformative outcomes, helping businesses streamline operations, enhance customer experience, and achieve sustainable growth backed by a world-class Net Promoter Score of 75. Our approach combines operational efficiency with a human-centered ethos, ensuring sustainable value creation for our clients and team members.

As a Certified B Corporation, Infinit-O is committed to the highest standards of social and environmental performance, accountability, and transparency. We embed these values into every aspect of our operations—aligning business success with a positive impact on our clients, people, and communities.

Our commitment to Diversity, Equity, and Inclusion (DEI) is integral to our mission. We believe that building inclusive, equitable teams is not only the right thing to do—it is also essential for driving innovation and better business outcomes. We actively promote equal opportunity through inclusive hiring practices, continuous learning programs, and regular equity assessments to ensure a fair and empowering workplace for all.

Key Responsibilities

Client Communication & Service

• Provide timely, professional support via phone, email, Teams, and shared mailboxes; reply to messages, return voicemails, and close the loop with clients and providers.
• Write clear, empathetic, and professional emails for both clients and providers; document all interactions thoroughly.
• De-escalate and direct conversations with clients, maintaining professional boundaries and routing to appropriate resources as needed.
• Uphold privacy standards and keep PHI secure in compliance with HIPAA; obtain and verify ROIs as needed.

Scheduling & Coordination

• Schedule, cancel, and reschedule appointments accurately according to provider transparencies, policies, and visit type requirements that are laid out in the Master Provider Directory.
• Verify and update demographics, insurance details, payment details, and appointment instructions at the time of scheduling.
• Monitor provider calendars for accuracy and proactively flag when schedules or scheduling resources are out of sync.
• Support provider and client communications related to schedule changes and no-show policies based on provider disclosures.

Technology Support (Patient Portal & Telehealth)

• Assist clients with patient portal access and maintenance (e.g., linking family accounts, password reset, profile updates and document upload).
• Troubleshoot telehealth/virtual visits (e.g., resending links and basic troubleshooting) and provide step-by-step, kind instructions.

Documentation, Compliance & Quality

• Follow standard operating procedures (SOPs) for scheduling, messaging, and HIPAA compliance.
• Identify process gaps and recommend improvements to enhance client experience, throughput, and provider productivity.

Requirements

Qualifications & Requirements

• Experience:
  • Fresh graduates are welcome to apply, OR
  • 6 months to 1 year of experience in Customer Service, BPO, Virtual Assistance, or front-desk coordination. (Prior experience in medical scheduling or handling health insurance is a huge advantage but not mandatory).
• Communication Skills: Good verbal and written English communication skills. Comfortable handling phone calls, checking voicemails, and drafting professional, clear emails to clients and providers.
• Technical Skills:
  • Basic computer literacy (Microsoft Office, Google Workspace).
  • Tech-savvy enough to learn healthcare/scheduling platforms and basic troubleshooting (e.g., helping a client navigate a telehealth link or login portal).
• Soft Skills & Attributes:
  • Attention to Detail: Ability to accurately input client demographics and insurance information without errors.
  • Problem-Solving: Resourceful and analytical when handling scheduling conflicts or technical glitches.
  • Organizational Skills: Capable of multitasking between managing voicemail boxes, emails, and active calendar scheduling.
  • Work Setup: Willing to work on a night shift/US business hours schedule