Customer Support Associate

Noon Dalton Philippines Inc; Cebu City; On-site; PHP 312,000 - 469,000; Full time

Benefits offered by this job

HMO month 1

Monthly performance bonus afterregular

Engagement activities

Annual appraisal

12 Days Leaves Annually

US or UK Bank Holidays (depending on )

Birthday incentives

Fun working environment

Job summary

Noon Dalton Philippines Inc. seeks a patient scheduling specialist to manage inbound inquiries across phone, website, text, Zocdoc, and EAP referrals, and schedule appointments across multiple service lines.

The role requires 2–3 years in healthcare call center, strong English communication, EMR/EHR experience (Epic, Athenahealth, eClinicalWorks, NextGen, Kareo or similar), and willingness to work US business hours.

Qualifications

• 2–3 years in healthcare call center or scheduling role.
• Experience with insurance verification and patient data collection.
• Proficient in EMR/EHR systems and scheduling platforms.

Responsibilities

• Manage inbound patient inquiries via multiple channels and book appointments.
• Coordinate referrals and ensure provider availability.
• Perform comprehensive patient intake and collect demographics and medical information.
• Verify patient insurance eligibility and benefits prior to appointments.
• Maintain accurate patient records in EMR systems.
• Follow up with prospective patients to complete scheduling.
• Deliver excellent customer service with confidentiality and HIPAA compliance.

Skills

Patient scheduling workflows

English communication

Customer service

Multitasking

Attention to detail

Time management

US hours readiness

Tools

Epic

Athenahealth

eClinicalWorks

NextGen

Kareo

Job description

About the role

Manage inbound patient inquiries received through multiple channels, including phone calls, website inquiries, text messages, Zocdoc leads, and Employee Assistance Program (EAP) referrals. Schedule patient appointments across multiple service lines while ensuring optimal provider availability. Conduct comprehensive patient intake by collecting demographic and medical information, understanding patient needs, matching patients with appropriate providers, and completing the scheduling process.

Key responsibilities

• Manage inbound patient inquiries received through multiple channels, including phone calls, website inquiries, text messages, Zocdoc leads, and Employee Assistance Program (EAP) referrals
• Schedule patient appointments across multiple service lines while ensuring optimal provider availability
• Conduct comprehensive patient intake by collecting demographic and medical information, understanding patient needs, matching patients with appropriate providers, and completing the scheduling process
• Follow up with prospective patients until appointments are successfully scheduled
• Maintain accurate and up-to-date patient records within the scheduling and electronic medical record (EMR) systems
• Coordinate referrals received from physicians, urgent care centers, hospitals, and other healthcare providers
• Verify patient insurance eligibility and benefits prior to scheduled appointments
• Execute outbound patient reactivation campaigns through phone calls, SMS, and email communications
• Deliver exceptional customer service while maintaining professionalism, empathy, and confidentiality
• Ensure compliance with HIPAA regulations and organizational policies regarding patient information

About you

• Minimum of 2–3 years of experience in a healthcare call center, patient scheduling, patient engagement, medical customer service, or provider support role
• Strong knowledge of patient scheduling workflows and appointment coordination
• Experience performing insurance verification, including eligibility checks, benefits verification, copays, deductibles, coinsurance, coordination of benefits, and visit limitations
• Familiarity with physician referrals and healthcare care coordination processes
• Experience using EMR/EHR systems and scheduling platforms (Epic, Athenahealth, eClinicalWorks, NextGen, Kareo, or similar)
• Excellent English communication skills, both verbal and written
• Strong customer service and patient relationship management skills
• Ability to multitask while handling multiple communication channels
• Excellent attention to detail, organizational, and time management skills
• Willingness to work U.S. business hours or shifting schedules as required

Benefits

• HMO month 1
• Monthly performance bonus after regularization
• Engagement activities
• Annual appraisal
• 12 Days Leaves Annually
• US or UK Bank Holidays (depending on account)
• Birthday incentives
• Fun working environment