Customer Service Representative

GoTeam; Manila; On-site; PHP 355,000 - 426,000; Full time

Benefits offered by this job

Company laptop + second monitor

Industry-best HMO for 1 dependent + up

1M life insurance coverage

GoTeam Cares volunteer programs

Job summary

GoTeam is seeking a Customer Service Representative to support US employers and employees with pre-employment medicals, appointment scheduling, and testing coordination. This onsite role in Cebu City runs on a night shift schedule and offers growth into occupational health via AI certification opportunities.

You will handle inquiries, explain protocols, and coordinate with clinics, project supervisors, and internal teams while maintaining confidentiality and accuracy.

Qualifications

• Excellent spoken and written English.
• Customer service experience in healthcare or related field.
• MS Office (Outlook, Word, Excel, PowerPoint) and Microsoft Teams familiarity.
• Above-average typing speed and ability to multitask under pressure.
• Strong attention to detail and handling confidential information.

Responsibilities

• Respond promptly to phone and email inquiries from client representatives, employees, and leadership.
• Explain testing protocols and required services for tests.
• Issue pre-authorizations for medical services per client protocol.
• Escalate unresolved questions to lead or account manager.

Skills

English fluency

Healthcare customer service

MS Office & Teams

Typing speed

Attention to detail

Night shift onsite

Tools

MS Office

Microsoft Teams

Nitro Pro

ERP system

Job description

Customer Service Representative (Up to ₱35,000 | Onsite | FREE AI Certification)

Cebu City | 10:00 PM - 7:00 AM PHT | Monday to Friday

Every call you take helps keep a workplace safe. In this role, you’ll be the go-to support person for US employers and their employees as they get through pre-employment medicals, transfer medicals, and drug and alcohol testing. You’ll answer questions about testing protocols, arrange appointments with partner clinics, and make sure every case is handled accurately and confidentially.

This role suits a calm, patient communicator who is comfortable with a high volume of details. You’ll work with client representatives, project supervisors, clinics, and your internal team to keep every testing request moving. If you have healthcare customer service experience and want to grow into the occupational health space, this is a strong next step. Compensation is also flexible and will depend on the candidate’s experience and qualifications.

YOU’RE LIKELY A STRONG FIT IF YOU HAVE

• Excellent spoken and written English communication skills

• Customer service experience, ideally in healthcare or a related field (college undergraduates with related work experience are welcome to apply)

• Working knowledge of MS Office (Outlook, Word, Excel, PowerPoint) and Microsoft Teams

• Above-average typing speed and the ability to multitask under pressure while staying composed

• Strong attention to detail and the discipline to handle confidential medical information responsibly

• Willingness to work onsite in Cebu City on a night shift schedule

STRONG SIGNALS

• Exposure to occupational health, especially drug and alcohol testing or urgent care

• Experience using MS Teams Dialer, Nitro Pro, or an ERP system

• Familiarity with HIPAA guidelines and handling protected health information

• Background in medical appointment scheduling or clinic coordination

RESPONSIBILITY PILLARS

Client and Employee Support

You own every inquiry from first contact to resolution.

• Respond promptly to phone and email inquiries from client representatives, employees, and company leadership

• Explain testing protocols, required services, and the types of tests each individual needs

• Issue pre-authorizations for medical services in line with each client’s protocol

• Escalate questions you can’t resolve to your lead or account manager instead of guessing

Appointment and Clinic Coordination

You keep testing schedules organized and on time.

• Schedule pre-employment and transfer medicals based on employee preferences and availability

• Coordinate random drug and alcohol testing with project managers and site supervisors

• Find partner clinics and testing sites near each employee’s home or workplace

• Confirm appointments by phone or email and update employee records with new information

Compliance, Records, and Quality

You protect accuracy, confidentiality, and the client experience.

• Maintain confidential medical records in accordance with HIPAA guidelines

• Follow established protocols for scheduling, employee communication, and recordkeeping

• Stay current on changes to each client’s testing protocol

• Check any solution or workaround with your account manager before recommending it, to prevent miscommunication

• Work with other departments to resolve operational issues and improve service quality

ABOUT THE CLIENT

Our client is a US-based provider of workplace safety and occupational health services. It helps employers run drug and alcohol testing programs, medical screenings, background checks, and compliance management, with a focus on safety-sensitive workforces and round-the-clock support.

ABOUT GOTEAM

GoTeam is a people-first outsourcing company that connects Filipino professionals with global career opportunities. We provide long-term roles, competitive benefits, career development support, and access to AI upskilling through Project 100K – AI Certification for the Philippines.

At GoTeam, you are not just applying for a job. You are joining a community built around growth, purpose, wellness, and future-ready work.

Benefits of GOTEAM

Accelerate Your Personal Growth

• Company-provided laptop + second monitor

• Industry-best HMO for 1 dependent + extended dependents (₱300,000 coverage, private room, ₱10,000 meds reimbursement)

• Option to enroll up to 4 additional dependents via salary deduction

• ₱1M life insurance coverage

• Membership in GoTeam Sports Club, Yoga, and Wellness Programs

Unlock Your Possibility

• Prorated 5 days Vacation Leave + 5 days Sick Leave upon regularization

• 5 Service Incentive Leave (SIL) days upon first work anniversary (convertible to cash if unused)

• Salary loan access (post-regularization)

• Employee discounts, raffles, and Day-1 welcome gift

• Opportunity to win a trip to Bali through company programs

Live Your Purpose

• Join GoTeam Cares volunteer programs

• ₱10,000 referral bonus + opportunity to win a trip to Bali

• Monthly gratitude events, team dinners, and leadership talks

Your Family’s Benefits

• 24/7 financial, legal, and counseling support (up to 4 family members)

• Free telemedicine consultations

• Virtual family events and prize opportunities