Customer Support - Voice (Healthcare)

Outsourcey; Philippines; Remote; PHP 335,000 - 603,000; Full time

Benefits offered by this job

Competitive salary

Growth in HR function

Opportunity to scale BPO operations

Career development opportunities

Job summary

Outsourcey is hiring for a remote Customer Support Specialist in the Philippines. You will handle calls from clients, families, and healthcare professionals, provide information on home health care options, and coordinate scheduling with caregivers.

The role emphasizes empathy, privacy, and accurate record-keeping using CRM systems. Ideal candidates have at least 2 years in healthcare-related customer support, strong communication skills, and the ability to work independently in a fast-paced

Qualifications

• Minimum 2 years of relevant customer support or care experience in healthcare settings.
• Ability to communicate empathetically with older adults and families.
• Experience scheduling appointments and using CRM systems.
• Strong organization and confidentiality skills.

Responsibilities

• Answer inbound/outbound calls professionally and empathetically.
• Provide information about home health care services and scheduling.
• Coordinate client assessments and caregiver visits.
• Document interactions in CRM and care management systems.
• Assist with client onboarding and verification of documents.
• Communicate updates with caregivers and management.
• Follow up to ensure satisfaction and escalate complex issues.
• Support quality of life for older adults through compassionate service.

Skills

Customer support

Call center experience

Healthcare knowledge

Empathy in elder care

Job description

Looking to take your career to the next level? Then this role is for you!

Join Outsourcey and be part of our mission to revolutionize global talent expansion! We connect businesses with dedicated full-time teams in the Philippines, offering cost-efficient solutions without compromising quality. Join us and help elevate businesses with complete control and comprehensive support, let's shape the future of work together!

Profile Requirements:

• Minimum 2 years of Customer Support, Call Center, Patient Services, or Client Care experience within Home Health Care, Senior Care, Healthcare, Hospice, Assisted Living, or related healthcare environments.
• Excellent verbal communication skills with a clear, professional phone presence and the ability to communicate empathetically with older adults and their families.
• Experience scheduling appointments, coordinating services, managing high call volumes, and maintaining accurate client records using CRM or healthcare management systems.
• Strong organizational, problem-solving, and multitasking abilities with exceptional attention to detail and the ability to handle sensitive and confidential information.
• Proficiency with Microsoft Office, Google Workspace, CRM platforms, and healthcare scheduling software, with the ability to work independently in a fast-paced environment.
• Preferred Qualifications
• Experience supporting older adults living with chronic conditions and understanding the challenges faced by family caregivers.
• Familiarity with HIPAA compliance and healthcare privacy standards.
• Experience working remotely or in a virtual customer support environment.
• Bilingual skills are a plus but not required.

Core responsibilities:

• Answer and manage inbound and outbound calls from prospective clients, existing clients, family members, caregivers, referral partners, and healthcare professionals in a professional, empathetic, and timely manner.
• Provide accurate information about home health care services, care options, eligibility, scheduling, and available support programs while addressing questions and concerns with compassion and professionalism.
• Coordinate and schedule client assessments, caregiver visits, follow-up appointments, and service adjustments while maintaining accurate calendar and scheduling records.
• Document all client interactions, inquiries, service requests, and updates within CRM, scheduling, and care management systems, ensuring complete and accurate records.
• Assist with client onboarding by collecting required information, verifying documentation, obtaining necessary forms, and ensuring a smooth transition into services.
• Communicate effectively with caregivers, care coordinators, nurses, and management teams to relay important client updates, service changes, and urgent concerns.
• Follow up with clients and family members to monitor satisfaction, address service-related issues, resolve concerns, and escalade complex situations when necessary.
• Support the organization's mission of improving quality of life for older adults by delivering compassionate customer service that reflects a holistic approach to managing the effects of chronic illness and disease.

Benefits:

• Competitive salary
• Opportunity to shape the HR function of a rapidly growing BPO.
• Work closely with a team of industry leaders who have successfully scaled BPOs in the past.
• Career growth and development opportunities.