Customer Support Specialist
MicroSourcing International
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Benefits offered by this job
Job summary
MicroSourcing International is seeking a Customer Support Specialist to serve patients and healthcare providers from the Eastwood area. You will handle inquiries related to durable medical equipment, repairs, billing, and service updates across multiple channels, delivering timely and accurate support.
As a first point of contact, you will document interactions, maintain HIPAA-like privacy standards, and escalate issues when needed.
Qualifications
- Experience in customer support or call center settings preferred.
- Ability to explain complex information in simple terms to patients.
- Comfort with documenting interactions and following privacy standards.
Responsibilities
- Handle patient and provider inquiries across calls, email, and text.
- Process repairs, billing questions, and service updates with empathy and accuracy.
- Log interactions in Freshdesk and ensure timely case closure within SLA.
Skills
Tools
Job description
- Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
- A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
- Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
- Career Growth: Take advantage of opportunities for continuous learning and career advancement.
- Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
The Customer Support Specialist serves as the first point of contact for patients and healthcare providers at Freedom Mobility Center, handling inquiries related to durable medical equipment (DME), repairs, billing, and service updates across multiple communication platforms.
This role is critical to the patient's experience, delivering timely, compassionate, and accurate support while ensuring every interaction is documented correctly and resolved within established service-level expectations.
The Customer Service Representative operates with a high level of accountability and professionalism, ensuring that patient needs are addressed with empathy and urgency, that records remain compliant and audit-ready, and that concerns are resolved or escalated efficiently.
- Respond to inbound and outbound calls regarding DME orders, repairs, billing inquiries, and service updates, ensuring each interaction is handled with empathy, professionalism, and efficiency.
- Handle repair requests, product inquiries, sales, and other service-related concerns by actively listening to patient needs, documenting details accurately, and providing clear next steps.
- Communicate with patients via Textline, maintaining a compassionate tone and ensuring a high Net Promoter Score (NPS) through timely and helpful responses.
- Send professional emails and text messages to patients and internal teams for updates, confirmations, appointment reminders, and follow-ups.
- Educate patients on the use, care, and insurance coverage of durable medical equipment, ensuring they understand how to operate and maintain their devices safely.
- Adhere to company policies, including HIPAA compliance, privacy standards, and proper documentation of all customer interactions to meet regulatory and ethical standards.
- Transfer incoming calls to the appropriate staff and check and route voicemail messages accordingly.
- Recognize, document, and alert the supervisor to trends in customer calls.
- Identify and act on sales and upsell opportunities during patient interactions, capturing potential leads for new or additional equipment.
- Convert opportunities where applicable:
- Accurately capture and document lead details, then route qualified leads to the Sales team and Sales Conversion Team Lead for follow-through.
- Clearly explain product and service options to patients to support informed decisions and drive conversion.
- Follow up on open opportunities with urgency to maintain conversion momentum and minimize lead drop-off.
- Use Freshdesk to manage and resolve service tickets within defined SLA timelines, ensuring all cases are tracked, updated, and closed appropriately.
- Accurately log calls and service requests in Brightree and other internal systems, maintaining complete and compliant records for each interaction.
- Send and manage PulseM surveys to gather patient feedback, identify service gaps, and contribute to continuous improvement efforts.
- Perform basic troubleshooting for power wheelchairs over the phone, guiding patients through simple fixes and escalating complex issues to the appropriate team.
- Handle billing questions and process copay payments as requested by customers, ensuring accuracy and clarity in financial transactions and patient communication.
- Collaborate with internal departments such as Repair, Scheduling, and Sales to ensure seamless service delivery and resolution of patient concerns.
- Maintain up-to-date knowledge of company products, services, policies, and industry standards to provide accurate information and support to patients and colleagues.
- Participate in ongoing training and team meetings to stay informed about system updates, process changes, and performance expectations.
- Customer focus – demonstrates empathy and urgency in addressing patient needs
- Clear, compassionate, and professional communication with patients and staff
- Basic troubleshooting skills to guide patients through simple DME issues
- Critical thinking and sound decision-making
- Attention to detail and documentation accuracy
- Team collaboration across cross-functional teams
- Accountability and ownership mindset
- Adaptability and coachability
With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.
MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive. At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!
For more information, visit https://www.microsourcing.com/
- Terms & conditions apply
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