Customer Service Representative (1 yr exp in Healthcare) Hybrid | Shifting Schedule

Infinit-O; Pasay; Hybrid; PHP 335,000 - 469,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Infinit-O seeks an operations professional to support client communication, scheduling, and documentation in a hybrid role at Maax Building, MOA Pasay, with 2–4 onsite days per month. You’ll answer inquiries by phone, email, Teams and shared mailboxes; document interactions; and de-escalate issues while maintaining privacy and HIPAA-compliant handling of PHI and ROIs.

Required: 1–3 years in healthcare; a detail-oriented mindset; and ability to improve processes to enhance client experience and

Qualifications

• experience: 1-3 years in healthcare industry
• Hybrid setup: 2-4 times onsite per month at Maax Building, MOA Pasay

Responsibilities

• Provide timely, professional support via phone, email, Teams, and shared mailboxes; reply to messages, return voicemails, and close the loop with clients and providers.
• Write clear, empathetic, and professional emails for both clients and providers; document all interactions thoroughly.
• De-escalate and direct conversations with clients, maintaining professional boundaries and routing to appropriate resources as needed.
• Uphold privacy standards and keep PHI secure in compliance with HIPAA; obtain and verify ROIs as needed.

Skills

Client communication

Scheduling

Documentation

HIPAA compliance

Job description

Infinit-O is the trusted, customer-centric, and sustainable leader in Business Process Optimization. We empower finance and healthcare organizations to thrive in a digital-first world by combining specialized industry expertise and innovative technology for 20 years.

We navigate complex industry landscapes to drive transformative outcomes, helping businesses streamline operations, enhance customer experience, and achieve sustainable growth backed by a world-class Net Promoter Score of 75. Our approach combines operational efficiency with a human-centered ethos, ensuring sustainable value creation for our clients and team members.

As a Certified B Corporation, Infinit-O is committed to the highest standards of social and environmental performance, accountability, and transparency. We embed these values into every aspect of our operations - aligning business success with a positive impact on our clients, people, and communities.

Our commitment to Diversity, Equity, and Inclusion (DEI) is integral to our mission. We believe that building inclusive, equitable teams is not only the right thing to do - it is also essential for driving innovation and better business outcomes. We actively promote equal opportunity through inclusive hiring practices, continuous learning programs, and regular equity assessments to ensure a fair and empowering workplace for all.

Key Responsibilities:

Client Communication & Service

• Provide timely, professional support via phone, email, Teams, and shared mailboxes; reply to messages, return voicemails, and close the loop with clients and providers.
• Write clear, empathetic, and professional emails for both clients and providers; document all interactions thoroughly.
• De-escalate and direct conversations with clients, maintaining professional boundaries and routing to appropriate resources as needed.
• Uphold privacy standards and keep PHI secure in compliance with HIPAA; obtain and verify ROIs as needed.

Scheduling & Coordination

• Schedule, cancel, and reschedule appointments accurately according to provider transparencies, policies, and visit type requirements that are laid out in the Master Provider Directory.
• Verify and update demographics, insurance details, payment details, and appointment instructions at the time of scheduling.
• Monitor provider calendars for accuracy and proactively flag when schedules or scheduling resources are out of sync
• Support provider and client communications related to schedule changes and no-show policies based on provider disclosures
• Assist clients with patient portal access and maintenance (e.g., linking family accounts, password reset, profile updates and document upload).
• Troubleshoot telehealth/virtual visits (e.g., resending links and basic troubleshooting) and provide step-by-step, kind instructions.

Documentation, Compliance & Quality

• Follow standard operating procedures (SOPs) for scheduling, messaging, and HIPAA compliance.
• Identify process gaps and recommend improvements to enhance client experience, throughput, and provider productivity.

Requirements

• experience: 1-3 years in health care industry
• Hybrid setup: 2-4 times onsite per month at Maax Building, MOA Pasay