Customer Service Representative (Healthcare Account) | Work Onsite

INTELASSIST INC.; Philippines; On-site; PHP 279,000 - 391,000; Full time

Job summary

Intelassist is seeking a Customer Service Representative to support radiology clients in a busy BPO environment. This contract, full-time onsite role requires 7 days/week coverage with a 24/7 operations mindset at Eastwood, Libis, Quezon City.

The successful candidate will handle exam processing, coordinate with radiologists and physicians, and maintain strict confidentiality while delivering high-quality administrative support and accurate, timely responses to client inquiries.

Qualifications

• Preferably a College Graduate.
• At least 3 years of experience in Healthcare BPO.
• Background in Radiology is a plus.
• Ability to maintain strict confidentiality.

Responsibilities

• Monitor and manage worklists to ensure turnaround times.
• Coordinate with radiologists, clients, and physicians.
• Process exams and dispatch to appropriate parties.
• Communicate via email and chat, maintaining confidentiality.
• Assist with reports and maintain accurate documentation.

Skills

Healthcare BPO experience

Radiology knowledge (plus)

Excellent communication

Detail oriented

Multi-tasking

Confidentiality

Education

College degree

Tools

ESR system

Job description

Employment Type: Full-Time Employment
Work Setup: 100% Onsite
Work Schedule: 24/7 Operations
Location: Eastwood, Libis, Quezon City
Salary Package:25,000 to 35,000 PHP/Monthly

Job Description:

The Customer Service Representative is a contract position requiring 7 days/week coverage for covering the client'sworklist administration needs. This position provides administrative support to radiologists and Client representatives and caregivers.

General Description:

TheCustomer Service Representativemust be able to: work effectively and efficiently in a fast-paced environment and in meeting continual deadlines; handle multiple priorities with constant interruptions; be highly organized to meet deadlines. This individual must interact directly with the radiologists, other departments within the Practice and client hospitals. Strong written, verbal and personal communication skills while remaining tactful and diplomatic as well as highly confidential as needed are requirements for this position. Decisions regarding daily work priorities and other decisions based on company policies and procedures are to be continually made.

This individual is responsible for the processing of exams from respective clients.

To perform this job successfully, this individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Monitor worklists and filters within ESR using guidelines; move exams as appropriate to ensure equal and accurate distribution of exams for sub-specialized reading.

• Appropriately prioritize all exams and dispatch as needed to meet designated turnaround time.
• Assists Radiologist in getting reports signed on a timely manner.
• Facilitate and dispatch referring physician and technologist calls/chats to appropriate radiologists by sub-specialty, or immediate availability.
• Triage multiple chats
• Prepare exams for radiologist interpretation if needed: includes verifying exam, clinical information, contrast, fluoro time and prior studies.
• Document all communications on individual exams as necessary.
• Utilize multiple systems to obtain additional information on exams as needed and requested.
• Track and notate procedures, prelims, meetings, conferences and downtimes for radiologists in communication channels (TEAMS, Intellirad, etc.)
• Ensure that all current and previous studies are loaded, exceptions are resolved as necessary and all pertinent studies are linked.
• Merge patient accounts as necessary.
• Ensure radiologist has all electronic paperwork needed for each exam, including previous reports, history sheets, referral slips.
• Consistently and proactively monitor and respond to email.
• Assist with electronically viewing previous reports.
• Appropriately prioritize all exams and dispatch as needed to meet designated turnaround time.
• Fax/call results to referring physicians as requested.
• Assign peer reviews daily to radiologists by sub-specialty.
• Continually maintain a high level of customer service.
• Attend meetings and take minutes/notes and report to the team as necessary.
• Performs other duties as assigned.

General Duties/Responsibilities:

• Preferably a College Graduate.
• At least 3 years of experience in Healthcare BPO industry.
• Background in Radiologyis a plus.
• Ability to maintain strict confidentiality within the Radiology Partner companies and Radiology Partner’s customers
• Honest, pleasant manner and good personal hygiene.
• Excellent communication and interpersonal skills.
• Detail oriented; ability to multi-task; organized and able to work in a fast paced environment.
• Ability to consider individual needs in communication with and assessment and treatment of patients.
• Adheres to departmental standards and personnel policies by demonstrating professional demeanor in conduct and appearance.
• Follows company departmental standards and personnel policies by using good teamwork and communication skills to help identify concerns and solutions, assisting where needed to ensure a smooth functioning department.
• Follows all Health and Safety policies and guidelines of Inland Imaging or its partners depending on work location.
• Performs other duties as required by displaying team spirit and self-growth, accepting and performing other projects and responsibilities, and requesting other projects and responsibilities.
• Attendance is required for this position.
• Rotates to other shifts and locations as needed.

About Intelassist

Established in 2007, Intelassist is a remote staffing organization that originated from a collaboration between US-based industry professionals and an experienced operational team in Manila, Philippines. Our US team brings over 20 years of experience in engineering, manufacturing, IT, finance, and high-level operations, while our Manila-based team offers over 15 years of experience in delivering exceptional support to global enterprises.

Our coast-to-coast US offices, in collaboration with our dedicated employees in the Philippines, enable us to deliver results to clients in various markets and for a wide range of roles. With over 15 years of experience in the BPO industry, Intelassist places a strong emphasis on organizational resilience and social stewardship to foster lasting, meaningful partnerships within our team and with our clients.

At the core of our business lie our people. Our ability to recruit, train, and, most importantly, retain exceptional team members is not only what enables Intelassist to attract the region’s finest talent but also what bestows stability upon our clients through reduced turnover and tangible outcomes.

With a workforce of slightly over 1,000 employees, we strike a balance – substantial enough to possess profound insight into the Business Process Outsourcing (BPO) industry, yet intimate enough to maintain the family-like, high-energy work atmosphere that our candidates seek.

At Intelassist, we specialize in sourcing, training, and retaining top-tier talent, each exclusively dedicated to meeting our clients’ unique needs. Our proven track record and local presence ensure that Intelassist clients enjoy increased productivity, reduced staff turnover, and significant cost savings.

WHY INTELASSIST?

We grow together. We value your effort. We aim to empower you.