CSR as Patient Navigators

FilWeb Asia Inc.; San Pedro; On-site; PHP 279,000 - 390,600; Full time

Job summary

A healthcare solutions provider is seeking a dedicated individual in the Philippines to provide patient support for a U.S. healthcare account. Responsibilities include monitoring patient data, ensuring accurate documentation, and delivering exceptional customer service. Ideal candidates should have a background in healthcare or customer service, excellent communication skills, and the ability to work independently. The role emphasizes patient advocacy and requires engagement in professional development to enhance existing skill sets.

Qualifications

• Customer or patient-facing role in customer service or account management.
• Basic typing skills and computer literacy.
• Understanding of basic medical terminology.

Responsibilities

• Monitor remote patients and their data.
• Ensure timely and accurate documentation.
• Interact with patients via app for documentation.
• Assist other departments in resolving patient inquiries.
• Identify clinical issues to escalate to supervisors.
• Deliver exceptional customer service and patient advocacy.
• Check on patients weekly regarding medications and vital signs.
• Send monthly depression survey.

Skills

Customer service experience

Communication skills

Attention to detail

Basic medical terminology knowledge

Computer literacy

Ability to work independently

Flexibility in work schedule

Education

Graduate of any healthcare course

Job description

Provide patient support for a US healthcare account by monitoring health data, coordinating care, and delivering accurate documentation and compassionate assistance while meeting client KPIs.

(with minimal call handling, U.S. account)

Job Description:

• Monitor remote patients and their data through various systems and methods and use existing policies and procedures to address issues as they arise.
• Ensure timely and accurate documentation of all relevant data across different systems.
• Use protocols and system data to refer mothers to the correct resource or care partner.
• Interact with the patients over the app, so that documentation is logged; able to detail any activities that patients do that aren’t captured by the messages they send.
• Assist other departments like Customer Service in helping resolve patient inquiries.
• Be able to identify clinical issues to be escalated by clinical supervisors in the US.
• Deliver exceptional customer service and patient advocacy, with professionalism, confidentiality, and a focus on the experience and care of clients, partners, and stakeholders.
• Able to handle more emergent situations like high blood pressure or vaginal bleeding.
• Must be able to send a once-a-month depression survey.
• Check in on patients every week to make sure that they are taking their medications or how often are checking their vital signs.
• Actively engage in professional development to continuously improve existing skill sets; assist in updating and or translating company documents like training, policy, reporting, and procedure
• Able to meet metrics/key performance indicators (KPIs) set by the client.

Qualifications:

• With customer or patient-facing role in customer service or account management OR GRADUATE OF ANY HEALTHCARE COURSE
• With clinical background is a plus
• Excellent verbal and written communication skills (should have call recording before scheduling for screening), to be able to communicate clearly and effectively over the phone, in video conferencing, and in writing
• Basic typing skills and computer literacy
• Ability to work independently in a remote environment
• Exceptional attention to detail
• Understanding of basic medical terminology and experience in a healthcare setting
• High level of flexibility in work schedule