Customer Service Representative (BPO - Healthcare)

INTELEGENCIA BPO LLC CORP.; Pasig; On-site; PHP 312,000 - 368,000; Full time

Job summary

INTELEGENCIA BPO LLC CORP. is seeking a compassionate Patient Support Specialist to join our healthcare support team in delivering high-quality service via phone, email, and live chat.

You will work closely with pharmacy, fulfillment, and operations to ensure accurate documentation and timely resolution of patient concerns. The role emphasizes patient-first communication, adherence to SOPs, and efficient use of CRM and AI-assisted tools to enhance case handling.

Qualifications

• At least 2 years of experience in customer service or patient support.
• Experience handling voice, email, and chat support in a fast-paced environment.
• Healthcare experience is highly preferred (healthcare BPO, pharmacy, telehealth, medical administration).
• Excellent verbal and written English communication skills.
• Detail-oriented with strong documentation skills.

Responsibilities

• Provide patient support through voice, email, and chat.
• Respond to inquiries while meeting SLAs and quality standards.
• Assist with order updates, payment verification, and prescription refill coordination.
• Manage patient cases with accurate and complete documentation.
• Handle refunds, cancellations, and escalations to the appropriate teams.
• Coordinate with pharmacy, fulfillment, and operations teams to resolve concerns.
• Build positive patient relationships through empathetic and professional communication.
• Follow SOPs, company policies, and healthcare support processes.
• Use CRM and digital tools to manage cases and improve efficiency.

Skills

Customer service

Communication

Multitasking

Empathy

English proficiency

Tools

CRM platforms

AI-assisted support tools

Job description

About the Role

We are looking for a compassionate and customer-focused Patient Support Specialist to join our growing healthcare support team. You will be a primary point of contact for patients, providing support through phone, email, and live chat while ensuring every interaction is handled with empathy, professionalism, and accuracy.

You’ll work closely with pharmacy, fulfillment, and operations teams to resolve patient concerns and deliver a seamless experience using modern CRM and AI-assisted support tools.

Key Responsibilities

• Provide excellent patient support through voice, email, and chat.

• Respond to inquiries while meeting established SLAs and quality standards.

• Assist with order updates, payment verification, and prescription refill coordination.

• Manage patient cases with accurate and complete documentation.

• Handle or route refunds, cancellations, and escalations to the appropriate teams.

• Coordinate with pharmacy, fulfillment, and operations teams to resolve concerns.

• Build positive patient relationships through empathetic and professional communication.

• Follow SOPs, company policies, and healthcare support processes.

• Use CRM and digital tools to manage cases and improve efficiency.

Job Qualifications

• At least 2 years of experience in customer service, patient support, healthcare support, or a related field.

• Experience handling voice, email, and chat support in a fast-paced environment.

• Healthcare experience is highly preferred, particularly in healthcare BPO, pharmacy, telehealth, medical administration, or similar settings.

• Strong understanding of patient-focused service and healthcare support processes.

• Excellent verbal and written English communication skills.

• Strong multitasking, organization, and time-management skills.

• High attention to detail and accurate documentation skills.

• Comfortable using CRM platforms, support software, and digital tools.

• Strong problem-solving skills with a patient-first mindset.

Why Join Us?

• Competitive salary: ₱28,000–₱33,000

• Join a mission-driven healthcare organization making a difference in patients’ lives.

• Supportive and collaborative work environment.

• Exposure to innovative healthcare technology and AI-enabled tools.

• Opportunities for career growth and professional development.

What We’re Looking For

A patient-focused healthcare support professional who is empathetic, detail-oriented, and confident handling patient concerns across multiple channels. If you’re passionate about helping people and growing your career in healthcare, we’d love to hear from you.