Customer Care, Iloilo

El Camino Health; Iloilo City; On-site; PHP 240,000 - 360,000; Full time

Job summary

iRhythm Technologies, Inc. in Iloilo is seeking a Customer Care Advocate to verify benefits, guide patients on payments, and handle inbound/outbound calls while documenting interactions in Salesforce.

The role emphasizes HIPAA-compliant handling of patient data and collaboration across departments to resolve inquiries. Ideal candidates have 3+ years in patient-focused customer service within a high-volume contact center, strong communication skills, and proficiency with Microsoft Office and

Qualifications

• 3+ years of customer service experience in healthcare.
• Experience in high-volume contact centers.
• Strong verbal and written communication skills.
• Proficiency with Microsoft Office and virtual tools.
• HIPAA compliance and confidentiality awareness.

Responsibilities

• Answer inbound calls in the contact center.
• Provide estimates of patient responsibility based on benefits.
• Make outbound calls to patients or accounts.
• Document patient and insurance details in Salesforce and advise payment options.
• Assist patients with product inquiries or route to the correct department.
• Log complaint tickets accurately for review.
• Update records with patient and insurance information.
• Resolve customer concerns related to products, services, enrollment.
• Maintain patient data confidentiality per HIPAA.
• Maintain consistent work presence during normal hours.
• Achieve daily, weekly, monthly productivity metrics.
• Provide high-volume, high-quality work in remote environment.
• Troubleshoot product, service, enrollment issues.
• Respond to inquiries, complete orders, provide information.
• Maintain positive attitude with customers and iRhythm associates.

Skills

3+ years of customer service

Healthcare environment

Verbal and written communication

Flexibility/adaptability

Independent thinking

Education

High school diploma or equivalent

Bachelor’s Degree or relevant experience

Tools

Microsoft Office

Outlook

Teams

Word

Excel

PowerPoint

Job description

Customer Care Advocate

The Customer Care Advocate is a critical member of a high‑volume inbound Contact Center, responsible for verifying and investigating patient insurance, estimating benefit coverage and out‑of‑pocket costs, and guiding patients on payment options.

About This Role

The Advocate handles inbound calls, conducts benefits investigations via phone and web portals, makes outbound patient calls, and documents all interactions in iRhythm’s customer support system.

Key Responsibilities

• Answer inbound calls in the Contact Center.
• Provide estimates of potential patient responsibility based on benefits coverage.
• Make outbound phone calls to patients or accounts.
• Document all patient and insurance details in Salesforce and recommend payment options when necessary.
• Assist patients with product inquiries or route them to the appropriate department.
• Log complaint tickets accurately for review.
• Update records with complete patient and insurance information.
• Resolve customer concerns related to products, services, enrollment, and account inquiries.
• Assist and cross‑train in other departments as business needs dictate during critical periods.
• Maintain confidentiality of patient data and medical records in compliance with HIPAA regulations.
• Maintain consistent work presence during normal business hours and be available for ad‑hoc check‑ins with managers or team leads.
• Achieve daily, weekly, and monthly productivity metrics.
• Produce high‑quality, high‑volume work through self‑motivation and initiative in a remote environment.
• Provide superior customer care by troubleshooting product, service, and enrollment issues.
• Respond to inquiries, complete order fulfillment, and provide information to internal and external customers.
• Maintain a positive attitude and professional working relationship with all customers, patients, and iRhythm associates.

Minimum Requirements

• High school diploma or equivalent.
• 3+ years of customer service experience focused on assisting patients in a healthcare environment.
• Experience working in a high‑volume Contact Center.
• Proficiency with Microsoft Office and virtual communication tools (Outlook, Teams); Word, Excel, and PowerPoint preferred.
• Strong verbal and written communication skills.
• Flexible, able to adapt quickly and positively to change in a fast‑paced growth environment.
• Demonstrated excellence in customer service across phone, e‑mail, fax, or web modalities.
• Patience, professionalism in stressful situations, and high emotional intelligence.
• Independent thinking and sound judgment beyond procedural guidelines.

Preferred Qualifications

• Bachelor’s Degree or relevant experience.
• Experience with health insurance, benefits investigations, and reimbursement.
• Experience providing patient communication, researching, and documenting patient financial information for a healthcare provider.
• Experience with Customer Relationship Management software, Provider Engagement Portals, and Salesforce.

Location

Iloilo

Equal Opportunity Employer

iRhythm Technologies, Inc. is an Equal Opportunity Employer. We consider all qualified applicants, including those with arrests and convictions, in accordance with applicable laws. Reasonable accommodations are provided for qualified individuals with disabilities in job application procedures.