Healthcare Customer Service Representative

Talent Outsourcing Channel Solutions; Tili; On-site; PHP 201,000 - 312,000; Full time

Benefits offered by this job

Competitive pay

Incentives & rewards

Career advancement

Training programs

Work-life balance

Job summary

Talent Outsourcing Channel Solutions is seeking a dedicated Healthcare Customer Service Representative in Baguio City, Benguet. You will be the link between our healthcare clients and patients, handling a high volume of calls with professionalism and empathy.

This full-time role requires strong communication, problem-solving, and familiarity with CRM systems. You will schedule appointments, address billing or insurance questions, and document interactions while maintaining patient

Qualifications

• Minimum high school diploma required.
• Experience in healthcare or call centre preferred.
• Ability to handle confidential information with integrity.

Responsibilities

• Answer inbound calls from patients/healthcare providers.
• Address enquiries on services, billing, insurance, and medical info.
• Process appointments — bookings, cancellations, rescheduling.
• Document all interactions and maintain records.
• Provide information on services and facility details.
• Escalate complex issues to supervisors.
• Make outbound appointment reminders and follow-ups.
• Adhere to HIPAA and confidentiality requirements.
• Meet call handling targets and customer satisfaction metrics.
• Collaborate with healthcare teams to improve service delivery.

Skills

Customer service experience

Strong communication

Empathy and listening

CRM software proficiency

Confidentiality

Organizational skills

Time management

Problem solving

Bilingual English

Healthcare knowledge

Education

High school diploma or equivalent

Tools

CRM software

Phone systems

Computer literacy

Job description

About the role

We are seeking a dedicated and compassionate Healthcare Customer Service Representative to join the team at Talent Outsourcing Channel Solutions. This is a full-time position based in Baguio City, Benguet. In this role, you will be the vital link between our healthcare clients and their patients, providing exceptional support and guidance to ensure a positive experience. You will handle a high volume of inbound and outbound calls, respond to customer enquiries, and resolve issues with professionalism and empathy. This position is integral to maintaining our reputation for excellence in healthcare customer service and directly impacts patient satisfaction and organisational success.

Key responsibilities

• Answer and respond to inbound calls from patients and healthcare providers in a professional and courteous manner
• Address customer enquiries regarding healthcare services, appointments, billing, insurance coverage and medical information
• Process appointment bookings, cancellations and rescheduling requests accurately and efficiently
• Document all customer interactions in the system and maintain detailed records of calls and resolutions
• Provide information about healthcare services, treatment options and facility details to callers
• Escalate complex issues or complaints to supervisors or relevant departments whilst ensuring customers feel heard and valued
• Make outbound calls for appointment reminders, follow-up care confirmations and patient surveys
• Adhere to healthcare compliance standards, including HIPAA regulations and patient confidentiality requirements
• Meet or exceed call handling targets, quality standards and customer satisfaction metrics
• Collaborate with healthcare teams to resolve patient concerns and improve service delivery

What we're looking for

• Proven experience in customer service, ideally within a healthcare, medical or call centre environment
• Strong communication skills with the ability to explain complex healthcare information in simple, understandable terms
• Excellent listening skills and empathy, demonstrating genuine care and patience when interacting with patients
• Proficiency in using computer systems, CRM software and multi-line phone systems
• Ability to handle sensitive information with confidentiality and integrity
• Strong organisational and time management skills to prioritise multiple calls and requests
• Problem-solving ability with a customer-focused approach to resolving issues
• Ability to work efficiently under pressure and maintain composure in challenging situations
• Flexibility to work within assigned shifts and adapt to changing priorities
• High school diploma or equivalent qualification
• Familiarity with healthcare terminology, insurance processes or medical billing is advantageous
• Bilingual capabilities (English and other languages) would be beneficial

What we offer

At Talent Outsourcing Channel Solutions, we invest in our employees' growth and well-being. We offer competitive remuneration packages, performance-based incentives and opportunities for career advancement within our expanding organisation. Our employees enjoy a supportive work environment that values dedication and professionalism. We provide comprehensive training programmes to enhance your skills in healthcare customer service and ensure you are equipped to excel in your role. We also recognise the importance of work-life balance and foster a culture that supports employee wellness and development. Join our team and be part of an organisation that genuinely cares about its people and the customers we serve.

About us

Talent Outsourcing Channel Solutions is a leading provider of customer service and outsourcing solutions, specialising in the healthcare sector. With a commitment to delivering exceptional service excellence, we partner with healthcare organisations to provide responsive, professional and patient-centred support. Our mission is to bridge the gap between healthcare providers and patients through reliable, empathetic and efficient customer service. We pride ourselves on our talented team, innovative approaches and dedication to improving patient experiences. Our values centre on integrity, compassion and continuous improvement, creating a workplace where our employees can thrive whilst making a meaningful difference in healthcare delivery.