Healthcare Customer Service Representative (Inbound)

MedHealth Connect Outsourcing Inc.; Quezon City; On-site; PHP 290,000 - 402,000; Full time

Job summary

MedHealth Connect Outsourcing Inc. is seeking a Customer Support Representative to handle inbound calls from patients, healthcare providers, and insurance members. You will assist with insurance questions, claims, billing, and appointments while maintaining patient confidentiality and empathy.

The role requires excellent communication, active listening, and the ability to multitask in a fast-paced BPO environment with shifting schedules, including weekends and holidays.

Qualifications

• Excellent verbal and written communication skills.
• Good active listening and problem-solving skills.
• Basic knowledge of healthcare services and medical terminology is an advantage.
• Ability to handle inbound calls in a professional and empathetic manner.
• Computer literate and familiar with CRM or healthcare systems.

Responsibilities

• Handle inbound calls from patients and healthcare members regarding medical services, insurance benefits, and account inquiries
• Assist customers with questions about health insurance coverage, eligibility, and benefits
• Provide information regarding claims, billing, payments, and medical appointments
• Verify patient or member information while maintaining confidentiality
• Address complaints, concerns, and inquiries professionally
• Assist with appointment scheduling, rescheduling, and cancellations
• Document customer interactions accurately in the system
• Coordinate with healthcare providers, insurance companies, and other departments when necessary
• Ensure compliance with HIPAA or applicable patient privacy regulations
• Meet performance targets for customer satisfaction, call handling, and quality assurance

Skills

Communication skills

Active listening

Problem solving

Empathy

Multitasking

Verbal communication

Written communication

Tools

CRM

Job description

Job Summary

Responsible for handling incoming calls from patients, healthcare providers, and insurance members to provide assistance with healthcare-related inquiries. Ensures excellent customer service by addressing concerns, providing accurate information, and resolving issues while maintaining patient confidentiality.

Key Responsibilities

• Handle inbound calls from patients and healthcare members regarding medical services, insurance benefits, and account inquiries

• Assist customers with questions about health insurance coverage, eligibility, and benefits

• Provide information regarding claims, billing, payments, and medical appointments

• Verify patient or member information while maintaining confidentiality

• Address complaints, concerns, and inquiries professionally

• Assist with appointment scheduling, rescheduling, and cancellations

• Document customer interactions accurately in the system

• Coordinate with healthcare providers, insurance companies, and other departments when necessary

• Ensure compliance with HIPAA or applicable patient privacy regulations

• Meet performance targets for customer satisfaction, call handling, and quality assurance

Qualifications

• At least 1 year of experience in BPO, preferably in a healthcare account

• Excellent verbal and written communication skills

• Good active listening and problem-solving skills

• Basic knowledge of healthcare services and medical terminology is an advantage

• Ability to handle inbound calls in a professional and empathetic manner

• Computer literate and familiar with CRM or healthcare systems

• Ability to multitask and work in a fast-paced environment

• Willing to work shifting schedules, weekends, and holidays if required

• MUST BE WILLING TO WORK IN EASTWOOD, LIBIS QUEZON CITY AND US SCHEDULE