Family Support & Enrollment Specialist (Hybrid | Night Shift)

Infinit-O; Pasay; On-site; PHP 290,000 - 424,000; Full time

Job summary

Infinit-O is seeking a dedicated healthcare customer service professional to support families and caregivers in a high-volume environment in Metro Manila. You will handle calls and emails, guide enrollment, verify documents, and serve as an ongoing point of contact for schedules and issue resolution.

You will coach families through training, Medicaid paperwork, and clinical requirements, while maintaining accurate, organized records and collaborating with cross-functional teams to improve

Qualifications

• 2+ years of experience in healthcare (e.g., patient access, medical office, home health, care coordination, or healthcare customer service).
• Comfort with high-volume phone and email work.
• Strong attention to detail with documents and records.
• Clear, warm communication and a coaching mindset.

Responsibilities

• Handle a high volume of calls and emails (50–70 per day) with prospective and enrolled families and caregivers.
• Reach out to new families, explain program benefits and eligibility, and guide them through enrollment and onboarding.
• Collect, review and verify identification, certifications and health records, and follow up on anything missing.
• Serve as a trusted, ongoing point of contact: answer questions, update schedules and records, and resolve issues.
• Coach and support families through training, certification, Medicaid paperwork and clinical requirements.
• Keep records accurate, organized and compliant, and track scheduling and workflow progress.
• Manage leads, applications and family records in Salesforce, and track outreach, conversion and engagement results.
• Monitor family satisfaction, support renewals and re-enrollment, and help build community through events and peer groups.
• Work closely with onboarding, care, operations, HR, clinical, marketing and compliance teams, and suggest ways to improve our processes.

Skills

Healthcare exp.

Phone & email

Attention to detail

Clear communication

Coaching mindset

Tools

Salesforce

Job description

• Handle a high volume of calls and emails (50–70 per day) with prospective and enrolled families and caregivers.

• Reach out to new families, explain program benefits and eligibility, and guide them through enrollment and onboarding.

• Collect, review and verify identification, certifications and health records, and follow up on anything missing.

• Serve as a trusted, ongoing point of contact: answer questions, update schedules and records, and resolve issues.

• Coach and support families through training, certification, Medicaid paperwork and clinical requirements.

• Keep records accurate, organized and compliant, and track scheduling and workflow progress.

• Manage leads, applications and family records in Salesforce, and track outreach, conversion and engagement results.

• Monitor family satisfaction, support renewals and re-enrollment, and help build community through events and peer groups.

• Work closely with onboarding, care, operations, HR, clinical, marketing and compliance teams, and suggest ways to improve our processes.

Job Qualifications:

• 2+ years of experience in healthcare (for example, patient access, medical office, home health, care coordination, or healthcare customer service).

• Comfort with high-volume phone and email work.

• Strong attention to detail with documents and records.

• Clear, warm communication and a coaching mindset.

• Experience with a CRM; Salesforce is a plus.