Customer Service for Healthcare Account (Seasonal)

TORCH Solutions; Philippines; On-site; PHP 201,000 - 357,000; Full time

Job summary

Torch Solutions seeks a Customer Service Representative for our Healthcare Account in Cebu, Philippines, on a seasonal, full-time basis. You will handle inbound and outbound calls with professionalism, empathy, and efficiency, supporting patients and healthcare stakeholders while upholding service standards.

You will document interactions, meet SLAs, and collaborate with teammates while staying compliant with HIPAA and confidentiality requirements.

Qualifications

• Experience in customer service or call centre environments, preferably in healthcare.
• Excellent verbal communication and professional telephone manner.
• Strong listening and empathy skills, especially with sensitive healthcare inquiries.
• Ability to remain calm and patient with difficult customers.
• Proficiency with call centre software and MS Office applications.
• Strong multitasking and data entry accuracy.
• Willingness to work shift-based hours.
• Understanding of healthcare terminology and confidentiality requirements.

Responsibilities

• Handle inbound customer calls from patients and healthcare stakeholders with professionalism and compassion
• Provide accurate information about healthcare services, appointments, billing, and insurance-related queries
• Process patient requests, including appointment scheduling, cancellations, and rescheduling
• Resolve customer complaints and concerns efficiently, escalating complex issues to senior staff when necessary
• Document all customer interactions accurately in the call centre management system
• Meet and maintain agreed service level agreements, including call handling time and first-call resolution targets
• Adhere to healthcare compliance requirements, including HIPAA regulations and patient confidentiality protocols
• Collaborate with team members to share knowledge and best practices
• Participate in ongoing training and quality assurance programmes to maintain performance standards
• Support outbound calling campaigns as directed, including appointment reminders and follow-up calls

Skills

Customer service experience

Verbal communication

Empathy

Active listening

Calm under pressure

Call centre software

CRM system

Microsoft Office

Time management

Healthcare terminology

Education

High school diploma or equivalent qualification

Tools

Call center software

CRM system

Microsoft Office

Job description

We are seeking a Customer Service Representative for our Healthcare Account on a seasonal, full-time basis. This is an excellent opportunity to join our dynamic call centre team in Cebu, Central Visayas, where you will provide outstanding customer support to healthcare clients and their patients. In this role, you will be the voice of our healthcare partner, handling inbound and outbound calls with professionalism, empathy, and efficiency. This position is crucial to maintaining our healthcare client's reputation and ensuring patient satisfaction whilst meeting strict service level agreements and quality standards.

Key responsibilities

• Handle inbound customer calls from patients and healthcare stakeholders with professionalism and compassion

• Provide accurate information about healthcare services, appointments, billing, and insurance-related queries

• Process patient requests, including appointment scheduling, cancellations, and rescheduling

• Resolve customer complaints and concerns efficiently, escalating complex issues to senior staff when necessary

• Document all customer interactions accurately in the call centre management system

• Meet and maintain agreed service level agreements, including call handling time and first-call resolution targets

• Adhere to healthcare compliance requirements, including HIPAA regulations and patient confidentiality protocols

• Collaborate with team members to share knowledge and best practices

• Participate in ongoing training and quality assurance programmes to maintain performance standards

• Support outbound calling campaigns as directed, including appointment reminders and follow-up calls

What we're looking for

• High school diploma or equivalent qualification

• Proven experience in customer service or call centre environments, preferably in the healthcare sector

• Excellent verbal communication skills with a professional telephone manner

• Strong listening and empathy skills, particularly when handling sensitive healthcare-related enquiries

• Ability to remain calm and patient when dealing with difficult or frustrated customers

• Proficiency in using call centre software, computer systems, and Microsoft Office applications

• Strong multitasking abilities and capacity to work efficiently under pressure

• Attention to detail and accuracy in data entry and documentation

• Flexibility to work according to scheduling requirements, including shift-based hours

• Understanding of healthcare terminology and familiarity with healthcare processes (preferred)

• Knowledge of HIPAA and patient confidentiality requirements (preferred)