Healthcare - Customer Service

ALORICA TELESERVICES, INC.; Davao City; On-site; PHP 165,000 - 220,000; Full time

Job summary

ALORICA TELESERVICES, INC. is seeking a dedicated healthcare customer service professional to support customers with professionalism, empathy and accuracy.

You will be a trusted contact for healthcare services, products, policies, account inquiries and billing questions, ensuring high-quality service while protecting privacy and data. The role involves handling calls, providing accurate information, resolving requests, documenting interactions, and following established procedures to maintain

Qualifications

• Excellent communication skills demonstrated in verbal and written form.
• Customer-focused mindset with commitment to outstanding service.
• Ability to manage multiple tasks in a fast-paced environment.
• Strong problem-solving and critical-thinking abilities.
• Proficiency with computer systems and telephone equipment.
• Patience, empathy and emotional intelligence when dealing with customers.
• Ability to work independently and collaboratively within a team.
• Willingness to undertake training in healthcare customer service best practices.

Responsibilities

• Handle inbound and outbound customer calls with professionalism and courtesy.
• Provide accurate information about healthcare services, products and policies.
• Resolve customer enquiries, complaints and concerns promptly and effectively.
• Document customer interactions and maintain detailed records in the company database.
• Follow established protocols and procedures to ensure quality customer service standards.
• Assist customers with account enquiries, billing questions and service-related issues.
• Escalate complex or unresolved issues to supervisors or specialist teams when necessary.
• Maintain confidentiality and comply with healthcare privacy regulations and data protection requirements.
• Meet performance targets, including call handling time, first-contact resolution and customer satisfaction metrics.
• Participate in ongoing training and development programmes to enhance product knowledge and service skills.

Skills

Communication skills

Customer-focused

Multitasking

Problem-solving

Computer proficiency

Empathy

Teamwork

High school diploma

Call centre experience

Healthcare knowledge

Training willingness

Education

High school diploma or equivalent

Job description

About the role

Join a healthcare customer service team where you will support customers with professionalism, empathy and accuracy. You will be a trusted point of contact for healthcare services, products, policies, account enquiries and billing questions, helping deliver a high-quality customer experience while maintaining confidentiality and complying with healthcare privacy and data protection requirements.

Key responsibilities

• Handle inbound and outbound customer calls with professionalism and courtesy.
• Provide accurate information about healthcare services, products and policies.
• Resolve customer enquiries, complaints and concerns promptly and effectively.
• Document customer interactions and maintain detailed records in the company database.
• Follow established protocols and procedures to ensure quality customer service standards.
• Assist customers with account enquiries, billing questions and service-related issues.
• Escalate complex or unresolved issues to supervisors or specialist teams when necessary.
• Maintain confidentiality and comply with healthcare privacy regulations and data protection requirements.
• Meet performance targets, including call handling time, first-contact resolution and customer satisfaction metrics.
• Participate in ongoing training and development programmes to enhance product knowledge and service skills.

What we're looking for

• Excellent communication skills, with the ability to articulate information clearly and listen actively.
• A customer-focused mindset with a genuine commitment to providing outstanding service.
• The ability to handle multiple tasks simultaneously in a fast-paced environment.
• Strong problem-solving skills and the capacity to think critically when resolving issues.
• Proficiency with computer systems and telephone equipment.
• Patience, empathy and emotional intelligence when dealing with customers.
• The ability to work independently and collaboratively within a team.
• A high school diploma or equivalent qualification, which is the minimum requirement.
• Previous customer service or call centre experience is preferred.
• Knowledge of healthcare systems or insurance products is desirable but not essential.
• Willingness to undertake training in healthcare customer service best practices.