Healthcare CSR - Patient Support Executive

VEE HEALTHTEK PH INC.; Metro Manila; On-site; PHP 279,000 - 446,000; Full time

Job summary

VEE HEALTHTEK PH INC. is seeking a healthcare call center professional to handle inbound and outbound calls, confirming patient details and resolving queries in a compliant manner.

The role focuses on medical billing, RCM, and appointment scheduling, with emphasis on patient privacy, accurate documentation, and timely follow-ups. Training is not provided for billing; prior experience is required.

Qualifications

• Healthcare BPO/call center experience is required to meet the 1-year healthcare work experience requirement.
• Medical billing experience is mandatory from day 1 as no training will be provided for this requirement (Minimum 1 year).
• Experience in RCM and Patient Scheduling (clinical or non-clinical).
• Patient Provider Services

Responsibilities

• Answer incoming calls and make outbound calls.
• Ensure that right patient is identified before disclosing information.
• Listen to Customer queries and resolve and provide solutions, escalate to supervisors if needed.
• Obtain Insurance details from patients and process claims.
• Detailed documentation and efficient call handling time.
• Appointment Scheduling, Cancellation, and Reminders
• Maintain privacy and security in all operations and adhere to HR/Compliance policies

Skills

Healthcare BPO experience

Medical Billing

RCM

Patient Scheduling

Patient Services

Job description

Job Description

Primary Roles Responsibilities

Answer Incoming calls and also make outbound calls.

Ensure that right patient is identified before disclosing information

Listen to Customer queries and resolve and provide solutions, if unable to resolve, have the same escalated to the supervisors If Insurance query, respond appropriately, also obtain relevant missing info from the patient so that claim can be processed

Understand and handle disputes

Detailed Documentation

Efficient Call Handling Time

Potential Follow Up Methods Payment in Full and Partial Payment discussions

Understand difference between dispute & objection

Effective rate of speech - good communication & neutral accent Obtain Insurance details from patients

Obtain Additional Info - Referral Information / PCP information, etc.

Call for accidental Information like DOA Demographic details/ Mismatch in Name and DOB

Update patient about their out-of-pocket expenses

Obtain WC details, Injury Date COB Update/ABN/AOB pending

Appointment Scheduling, Appointment Cancelation, Appointment Reminder

Secondary Roles Responsibilities

Maintain professional decorum and punctuality

Plan leaves well in advance

Ensure good interpersonal relation is maintained while coordinating

Compliance

Ensure privacy and security in the operation and in the operation area that includes work from office and home.

Ensure you have acknowledged all the Organizational policies as per HR Procedure

Ensure you are attending the Compliance awareness and refresher sessions & other security training programs as per L&D Procedure

Ensure you are aware of agreed SLA of the projects you are working.

Follow all the Information security guidelines

Report any Security & Privacy incidents to your reporting manager/ HR/Compliance Team/CISO

Ensure Confidentiality, Integrity & Availability of Data/information you handle

Adhere to the NDA & confidentiality Agreement

Adhere to the Micro Company's CISO's roles & responsibilities if you are a Micro Company Compliance SPOC

Skills

• Healthcare BPO/call center experience is required to meet the 1-year healthcare work experience requirement
• Experience in Medical Billing
• Medical billing experience is mandatory from day 1 as no training will be provided for this requirement (Minimum 1 year)
• Experience in RCM and Patient Scheduling (clinical or non-clinical)
• Patient Provider Services