Customer Service Representative - US Healthcare Account

PCS; Pasig; On-site; PHP 246,000 - 357,000; Full time

Job summary

PCS in Pasig, Philippines is seeking a Customer Service Representative to support a US-based healthcare account. You will handle inquiries from patients and providers, provide accurate information, and resolve concerns while maintaining confidentiality.

The role requires at least 1 year in BPO or customer service, excellent English, and the ability to work US business hours/night shift onsite at Meralco Avenue, Ortigas.

Qualifications

• At least 1 year of BPO/customer service experience preferred.
• Healthcare account experience is an advantage; insurance/medical-related exp is a plus.

Responsibilities

• Handle inbound calls, emails, or chats from US healthcare customers.
• Assist customers with questions on services, benefits, eligibility, appointments, or account information.
• Provide accurate information based on procedures and account guidelines.

Skills

BPO experience

Healthcare account experience

Communication skills

Technical literacy

US night shift

Empathy

Tools

CRM systems

Multiple systems

Job description

Customer Service Representative - US Healthcare Account

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.

Key Responsibilities:

• 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 elevate 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.

Qualifications & Skills:

• 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.

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