Customer Service Representative – Healthcare | On-site

The Philippine Operations Center Global Solutions Inc.; Central Visayas; On-site; PHP 268,000 - 469,000; Full time

Job summary

The Philippine Operations Center Global Solutions Inc. is seeking a dedicated Customer Service Representative for our healthcare account in Cebu City.

This onsite role focuses on patient communications, appointment scheduling, and accurate data handling across multiple systems to ensure a smooth patient experience. Ideal candidates have 1–2 years in customer service, familiarity with EHR and healthcare scheduling, and strong communication, organization, and teamwork skills to thrive in a

Qualifications

• High school diploma or equivalent.

Responsibilities

• Handle inbound patient calls and schedule appointments with empathy.
• Update patient records in the EHR and verify demographics and insurance information.
• Provide information on services, procedures, and insurance concerns; escalate when needed.
• Coordinate with clinic and support teams to ensure smooth patient scheduling and workflow.
• Stay updated on clinic policies and participate in team meetings and training.

Skills

Customer service

Communication skills

Multitasking

Teamwork

Attention to detail

Adaptability

Problem-solving

On-site work

Education

High school diploma or equivalent

Tools

EHR system

Healthcare scheduling systems

Scheduling software

Job description

Customer Service Representative - Healthcare Account | On-site

Job Description

We are looking for a dedicated and customer-focused Customer Service Representative (CSR) to join our healthcare account.

As a CSR, you will serve as a primary point of contact for patients by handling inquiries, appointment scheduling, registration, insurance verification, and other administrative concerns. You will also be responsible for maintaining accurate patient information and coordinating with clinic and support teams to ensure a smooth patient experience.

The ideal candidate is detail-oriented, organized, adaptable, and comfortable working with multiple systems in a fast-paced healthcare BPO environment.

This is an onsite position.

Key responsibilities

Patient Communication & Appointment Scheduling

• Handle inbound patient calls professionally, efficiently, and with empathy.

• Schedule, reschedule, and cancel patient appointments using designated scheduling systems.

• Provide accurate information regarding appointments, healthcare services, procedures, and insurance-related concerns.

• Conduct outbound calls for appointment reminders, follow-ups, rescheduling, and other patient requirements.

• Address patient inquiries while maintaining a professional and service-oriented approach.

Patient Records & Data Management

• Accurately enter and update patient information in the Electronic Health Record (EHR) system.

• Verify patient demographic, contact, and insurance information.

• Upload and organize required patient documents, including consent forms, financial agreements, and referral information.

• Ensure patient records are complete, accurate, and properly maintained.

Patient Support & Issue Resolution

• Listen to and address patient concerns in a timely and professional manner.

• Provide appropriate assistance while following established company and client policies.

• Escalate complex or unresolved concerns to the appropriate team or department.

• Maintain a positive and professional patient experience throughout every interaction.

Team Collaboration & Process Support

• Coordinate with clinical, administrative, and support teams to facilitate smooth patient scheduling and workflow.

• Stay updated on changes to clinic policies, procedures, services, and processes.

• Participate in team meetings, coaching sessions, and training activities.

• Support team goals related to service quality, productivity, accuracy, and operational efficiency.

About you

• High school diploma or equivalent.

• At least 1-2 years of customer service experience; BPO, healthcare, or medical office experience is an advantage.

• Experience in appointment scheduling, patient coordination, or referral management is preferred.

• Familiarity with medical terminology, particularly in eye care or ophthalmology, is an advantage.

• Experience using EHR, healthcare scheduling, or similar systems is preferred.

• Strong verbal and written communication skills.

• Strong listening, comprehension, and interpersonal skills.

• Good attention to detail and organizational skills.

• Ability to multitask and navigate multiple systems simultaneously.

• Strong problem-solving and decision-making skills.

• Adaptable to changes in processes, systems, and client requirements.

• Ability to work independently and effectively as part of a team.

• Willingness to work onsite in Cebu City.