Customer Service Representative - US Healthcare Account

PCS Pte. Ltd.; Metro Manila; On-site; PHP 223,000 - 357,000; Full time

Job summary

PCS Pte. Ltd. is seeking a Customer Service Representative to support a US-based healthcare account.

The CSR will handle inquiries from patients, members, healthcare providers, or customers by providing accurate information and resolving concerns while maintaining professionalism and confidentiality. The role requires at least 1 year of BPO/customer service experience, strong English communication, and the ability to work US business hours/night shifts.

Qualifications

• At least 1 year of BPO/customer service experience required.
• Healthcare account experience is advantageous.
• Excellent English communication skills (verbal and written).

Responsibilities

• Handle inbound calls, emails, or chat inquiries from US healthcare customers.
• Assist customers with questions regarding services, benefits, eligibility, appointments, or account information.
• Provide accurate information based on procedures and guidelines; verify and update records when needed.
• Resolve customer concerns and escalate when necessary; maintain documentation of interactions.
• Maintain professional and empathetic customer service and meet quality and productivity standards.

Skills

Verbal English

Written English

Customer service

Problem solving

Empathy

Job description

We are looking for a Customer Service Representative (CSR) to support a US-based healthcare account. The successful candidate will assist patients, members, healthcare providers, or customers by handling inquiries, providing accurate information, and resolving concerns while maintaining professionalism and confidentiality.

• Handle Inbound calls, emails, or chat inquiries from US healthcare customers.

• Assist customers with question regarding healthcare services, benifits, eligibility, appointments, or account information.

• Provide accurate and timely information based on established procedures and account guidelines.

• Verify customer information and update records on the system when necessary.

• Handle customer concerns and provide appropriate resolutions or escalates issues when needed.

• Maintain accurate documentation of customer interactions.

• Follow company policies, healthcare account procedures and data privacy requirements.

• Maintain a professional and empathetic approach when assisting customers.

• Meet established quality, productivity, attendance, and customer service standards.

• Perform other related tasks as assigned.

• Experience: At least 1 year of BPO/customer service experience preferred. Healthcare account experience is an advantage, Healthcare/BPO experience. Insurance or medical- related account experience. Experience in appointment settings, billing, and retention is a plus.

• Communication: Excellent English communication skills, both verbal and written. Good listening and problem-solving skills. Strong communication and customer service skills.

• Technical Skills:Computer literate and comfortable using multiple systems.

• Work Availability:Willing to work on US business hours/night shift, including weekends or holiday as required. Willing to work onsite in Meralco Avenue, Ortigas.

• Soft Skills:Ability to handle sensitive customer concerns with empathy and professionalism. Customer-focused, patient, and professional.