Healthcare Concierge Lead — Member & Provider Support

Spoke; Makati; On-site; PHP 300,000 - 420,000; Full time

Job summary

Spoke in Metro Manila is establishing an in-house healthcare customer service function. We seek experienced Healthcare CSRs to assist members and providers with eligibility, benefits, claims, and provider searches, delivering a high-quality concierge service.

Candidates should have 3–5+ years in healthcare contact centers, strong English, HIPAA awareness, and be based in Metro Manila and ready to work in-office initially.

Qualifications

• 3–5+ years in healthcare customer service or healthcare call centers.
• Working knowledge of major U.S. health insurance carriers and plan structures.
• Excellent written and verbal English communication.
• Based in Metro Manila and able to work in-office to start.

Responsibilities

• Answer inbound calls from members and providers in a professional, customer-focused manner.
• Document every interaction, action taken, and follow-up item per procedures.
• Navigate multiple healthcare systems to research and resolve inquiries.
• Follow HIPAA guidelines and maintain confidentiality.
• Take ownership of provider concerns and aim for first-contact resolution.
• Escalate issues per the defined escalation process.
• Flag trends and potential improvements for the growing team.

Skills

Healthcare customer service

Strong English communication

HIPAA awareness

Multitasking across multiple systems

Documentation accuracy

Tools

CRM platforms

Ticketing systems

Call center platforms

Job description

Spoke in Metro Manila is establishing an in-house healthcare customer service function. We seek experienced Healthcare CSRs to assist members and providers with eligibility, benefits, claims, and provider searches, delivering a high-quality concierge service.

Candidates should have 3–5+ years in healthcare contact centers, strong English, HIPAA awareness, and be based in Metro Manila and ready to work in-office initially.