Customer Service Representatives

Virtuale Staffing; Merida; On-site; PHP 300,000 - 420,000; Full time

Job summary

Virtuale Staffing in the Philippines seeks a dedicated healthcare support professional to handle inbound and outbound calls with patients, ensuring courteous and professional service. The role includes verifying medical information, documenting interactions, and collaborating with licensed agents or pharmacy staff to ensure smooth handoffs.

Successful candidates will stay current with product and campaign changes, maintain HIPAA-compliant records, and strive to meet daily performance metrics

Qualifications

• Experience in BPO or healthcare support preferred.
• Excellent verbal and written communication skills.
• Background in healthcare administration, finance, or customer service is a plus.
• Tech-savvy and quick to learn new systems.
• Willing to work onsite, including weekends and holidays.

Responsibilities

• Answer inbound and outbound calls to members courteously and professionally.
• Conduct medical pre-qualification screenings by verifying patient information and prescriptions.
• Document patient interactions accurately in the system, ensuring confidentiality and HIPAA compliance.
• Collaborate with internal teams to hand off to licensed agents or pharmacy staff.
• Maintain up-to-date knowledge of products and campaign changes to inform patients.
• Meet daily performance metrics including call handling time, QA scores, and conversion rates.

Skills

Verbal & written communication

Healthcare administration background

Customer service experience

Tech-savvy

On-site availability

Job description

Job Responsibilities:

• Answer inbound and make outbound calls to members in a courteous and professional manner.
• Conduct medical pre-qualification screenings by verifying patient information, medical conditions, and prescription eligibility according to program guidelines.
• Accurately document all patient interactions, responses, and relevant details in the system while maintaining strict confidentiality and HIPAA compliance.
• Collaborate with internal teams to ensure smooth handoff to licensed agents or pharmacy staff when necessary.
• Maintain up-to-date knowledge of products, compliance requirements, and campaign changes to relay accurate information to patients.
• Meet or exceed daily performance metrics, including call handling time, quality assurance scores, and conversion rates.

Job Qualifications:

• BPO experience is preferred but not required.
• Strong verbal and written communication skills.
• Background in healthcare administration, finance, customer service, or a related field is a plus.
• Tech-savvy and adaptable to new systems and tools.
• Willing to work onsite, including weekends and holidays.
• Handle patient concerns with empathy, patience, and professionalism, escalating complex issues to supervisors as needed.