Healthcare Customer Care Ambassador

Lean Solutions Group; Philippines; On-site; PHP 180,000 - 360,000; Full time

Job summary

Lean Solutions Group in the Philippines is seeking a Customer/Technical Support and Back Office Specialist (Tier 1) to be the frontline for inquiries, provide first‑level technical support, and handle essential back‑office tasks to keep operations running smoothly.

You will respond to customers via phone, email, or chat, escalate complex issues, document interactions in CRM tools, and assist with scheduling, billing, and records management.

Qualifications

• At least 1 year of experience in a customer support or technical support role.
• Strong and professional verbal and written communication skills in English.
• Experience with CRM platforms (Zendesk or similar systems preferred).
• Healthcare industry experience is a plus.
• Familiarity with Athena or Electronic Medical Records (EMR) systems is a plus.

Responsibilities

• Respond promptly to customer inquiries and concerns through phone, email, or chat while maintaining high-quality service standards.
• Provide Tier 1 technical support, including troubleshooting app functionality, account access, and basic software issues.
• Escalate complex issues to higher-tier support or internal teams when necessary.
• Maintain accurate documentation of customer interactions, technical issues, and resolutions using CRM tools such as Zendesk or similar platforms.
• Manage back-office tasks, including processing and verifying patient documents, scheduling appointments, and handling billing-related requests.
• Collaborate with cross-functional teams to resolve system bugs and improve support processes.
• Prepare and analyze support reports, identifying trends, and opportunities for service improvement.
• Ensure compliance with data privacy and healthcare regulations in all customers and back-office operations.

Skills

Customer support experience

Technical support

Verbal communication

Written communication

Multitasking

Team collaboration

Independent work

Tools

Zendesk

Athena EMR

EMR systems

Job description

JOB DESCRIPTION

As a Customer/Technical Support and Back Office Specialist (Tier 1), you will be responsible for addressing customer inquiries, providing first-level technical support, and managing essential back-office tasks to maintain operational efficiency. You will be the front line for customer interactions, ensuring quick and professional resolutions, while contributing to administrative processes and supporting documentation.

SERVICES

Phone time

Answer inquiries from new and existing patients, and third-party callers (like pharmacy, insurance, lab, etc.).

Scheduling Task

Respond to patient emails regarding scheduling concerns and general inquiries and assign tickets to other departments if necessary.

PRS and ABWPRS

Review and verify patients’ consent status for record sharing by checking the Patient Record Sharing field in the system and validating their response in the ABWPRS Inbox.

PSR Inbox

Manage patient emails by responding to inquiries and assigning tickets to the appropriate department.

KEY RESPONSIBILITIES

• Respond promptly to customer inquiries and concerns through phone, email, or chat while maintaining high-quality service standards.

• Provide Tier 1 technical support, including troubleshooting app functionality, account access, and basic software issues.

• Escalate complex issues to higher-tier support or internal teams when necessary.

• Maintain accurate documentation of customer interactions, technical issues, and resolutions using CRM tools such as Zendesk or similar platforms.

• Manage back-office tasks, including processing and verifying patient documents, scheduling appointments, and handling billing-related requests.

• Collaborate with cross-functional teams to resolve system bugs and improve support processes.

• Prepare and analyze support reports, identifying trends, and opportunities for service improvement.

• Ensure compliance with data privacy and healthcare regulations in all customers and back-office operations.

KEY QUALIFICATIONS

• At least 1 year of experience in a customer support or technical support role.

• Strong and professional verbal and written communication skills in English

• Experience with CRM platforms (Zendesk or similar systems preferred).

• Healthcare industry experience is a plus.

• Familiarity with Athena or Electronic Medical Records (EMR) systems is a plus.

• Strong problem-solving and multitasking abilities with attention to detail.

• Ability to work independently and collaborate effectively with cross-functional teams.

SOFT SKILLS

• Empathy and patience, especially when addressing sensitive or health-related concerns.

• Strong organizational and time management skills to handle multiple tasks effectively.

• Proactive and resourceful mindset, with a willingness to learn and adapt to new technologies.