Healthcare Customer Support Representative (Work-In-Office)

TORCH Solutions; Philippines; On-site; PHP 244,000 - 292,000; Full time

Benefits offered by this job

Night differential pay

HMO with dependents option

Up to 30 days paid leave annually

Free emergency medicines and onsite医疗

Job summary

TORCH Solutions is a fast-growing healthcare BPO delivering patient support with a focus on care coordination, billing assistance, and eligibility verification across the Philippines.

We seek a motivated healthcare customer service specialist to handle frontline inquiries, document interactions, and collaborate with cross-functional teams to improve service delivery while maintaining strict PHI compliance.

Qualifications

• HS/SHS graduate with at least 6 months BPO experience is required.
• Healthcare customer service experience preferred.
• Knowledge of claims, eligibility verification, and HIPAA-compliant processes is required.

Responsibilities

• Provide frontline phone and email support to patients and providers regarding eligibility, claims, billing, and appointment coordination.
• Document interactions in EHR/CRM systems and escalate complex cases to clinical or billing specialists.
• Adhere to HIPAA, HITECH, and client-specific PHI compliance protocols.

Skills

Healthcare Customer Service

Claims & Eligibility Verification

Call Center Operations

Epic or Cerner

Spanish Language Proficiency

Authorization & Prior Approval Process

Education

HS/SHS graduate

Tools

Epic

Cerner

Job description

About The Opportunity

A fast-growing healthcare BPO organization operating across the Philippines, we partner with leading US-based health systems and insurance providers to deliver mission-critical patient support services. Our team ensures seamless care coordination, billing assistance, and eligibility verification—delivering empathetic, compliant, and high‑touch customer experiences that directly impact patient outcomes and operational efficiency.

Role & Responsibilities

• Provide frontline phone and email support to patients and providers regarding eligibility, claims, billing, and appointment coordination.
• Accurately document interactions in EHR/CRM systems and elevate complex cases to clinical or billing specialists.
• Adhere strictly to HIPAA, HITECH, and client-specific compliance protocols for handling protected health information (PHI).
• Resolve inquiries with empathy and accuracy, maintaining high CSAT and first-call resolution (FCR) benchmarks.
• Collaborate with cross‑functional teams to streamline workflows, reduce patient friction, and improve service delivery.
• Participate in ongoing training on new healthcare policies, payer guidelines, and system updates.

Skills & Qualifications

• Atleast a HS/SHS graduate + at least 6 months BPO Experience
• Healthcare Customer Service
• Claims & Eligibility Verification
• Call Center Operations
• Experience with Epic or Cerner
• Spanish Language Proficiency
• Authorization & Prior Approval Process Knowledge

Benefits & Culture Highlights

• -Night differential pay for work rendered during night shifts.
• HMO Benefits with the option to enroll up to five (5) dependents via salary deduction;

some accounts may offer free dependent coverage.

• Take advantage of up to 30 days of paid leave annually, with 21 days convertible to cash.
• Access free emergency medicines and onsite medical services to support your well‑being.

Compensation

24k Package

Sign-on bonus: ₱15,000, paid in two tranches - 50% after 90 days and the remaining 50% after 180 days

Skills: bpo,customer service,healthcare