Client Support Specialist (Healthcare) Hybrid | Shifting Sched | Start ASAP

Infinit-O; Pasay; Hybrid; PHP 240,000 - 420,000; Full time

Benefits offered by this job

Day 1 HMO coverage

Incentives available

Hybrid onsite 2–4 days/month

Job summary

Infinit-O seeks a healthcare customer service specialist in the Philippines to support client communications, scheduling, and patient portal tasks. You will handle 30–40 calls per day, write clear emails, and document interactions while maintaining HIPAA privacy.

The role is hybrid, with 2–4 onsite days monthly at Maax Building, MOA Pasay. Day 1 HMO coverage and incentives are offered to help you thrive in a patient-focused environment.

Qualifications

• Experience: 1–3 years in health care industry handling voice accounts (at least 30-40 calls/day).
• Excellent English communication skills.
• Familiar with HIPAA privacy and basic compliance.

Responsibilities

• 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 emails; document all interactions.
• De-escalate and direct conversations with clients; route to appropriate resources.
• Uphold privacy standards and keep PHI secure in compliance with HIPAA; obtain and verify ROIs as needed.
• Schedule, cancel, and reschedule appointments according to policies and directory.
• Verify demographics, insurance and payment details at scheduling time.
• Monitor provider calendars for accuracy and flag out-of-sync scheduling resources.
• Support provider and client communications related to schedule changes and no-show policies.
• Assist clients with patient portal access and telehealth basics; provide step-by-step instructions.
• Follow SOPs for scheduling and messaging; identify process gaps for improvements.

Skills

Excellent English communication

Job description

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

Experience: 1-3 years in health care industry handling voice account (at least 30-40 calls/day)

Excellent English Communication Skills

Additional Details:

Hybrid setup: 2–4 times onsite per month at Maax Building, MOA Pasay

Schedule: 24/7 rotating shifting schedul

Benefits: Day 1 HMO coverage

Perks: Incentives available