Clinic Customer Care Specialist

Belo Medical Group, Inc.; Quezon City; On-site; PHP 180,000 - 300,000; Full time

Job summary

Belo Medical Group, Inc. is seeking a Clinic Customer Care Specialist to be the primary contact for patients through phone, email, and other channels. You will address inquiries, manage appointments, document interactions, and promote clinic services.

The role emphasizes empathetic support, accurate data handling, and collaboration with various departments to ensure a high-quality patient experience and adherence to standards.

Responsibilities

• Respond promptly and professionally to patient inquiries and concerns across various channels
• Provide empathetic, high-quality customer support and escalate complex issues when necessary
• Schedule, confirm, and manage patient appointments while maintaining accurate records
• Handle online consultation requests, payment assistance, and appointment confirmations
• Conduct outbound calls and SMS for follow-ups, reminders, promotions, and marketing campaigns
• Ensure accurate documentation, data encoding, and coordination with relevant departments
• Follow company quality standards, KPIs, and customer service procedures
• Maintain customer databases, monitor service quality, and provide feedback for process improvements
• Stay updated on company products, services, policies, and marketing initiatives

Job description

The Clinic Customer Care Specialist (CCS) serves as the primary point of contact for patients and customers through multiple communication channels, including phone, email, messaging, social media, and other platforms. The role focuses on providing excellent customer service, addressing patient concerns, managing appointments, documenting interactions, and promoting the clinic's products and services.

Key Responsibilities:

• Respond promptly and professionally to patient inquiries and concerns across various channels
• Provide empathetic, high-quality customer support and *escalate* complex issues when necessary
• Schedule, confirm, and manage patient appointments while maintaining accurate records
• Handle online consultation requests, payment assistance, and appointment confirmations
• Conduct outbound calls and SMS for follow-ups, reminders, promotions, and marketing campaigns
• Ensure accurate documentation, data encoding, and coordination with relevant departments
• Follow company quality standards, KPIs, and customer service procedures
• Maintain customer databases, monitor service quality, and provide feedback for process improvements
• Stay updated on company products, services, policies, and marketing initiatives