Healthcare Escalations Specialist

Reliasourcing Inc.; Quezon City; Sur place; PHP 420 000 - 600 000; Plein temps

Résumé du poste

Reliasourcing Inc. is seeking an experienced Healthcare Escalations Specialist in Quezon City for handling complex customer concerns with ownership and professionalism.

The role requires independent investigation, de-escalation of sensitive interactions, and strict adherence to healthcare privacy requirements. Offers include on-site work with rotating 8-hour shifts; 3–4+ years of customer support experience in healthcare or regulated industries is preferred, along with strong English

Qualifications

• 3-4+ years of customer support experience, preferably in chat, email, or ticket-based support.
• Experience handling escalations, complex cases, and challenging customer interactions.
• Healthcare, telehealth, or other regulated-industry experience is an advantage.
• Excellent written and spoken English communication skills.
• Strong critical thinking, problem-solving, and independent decision-making abilities.
• Experience with CRM or ticketing platforms such as Zendesk, Salesforce, Intercom, or similar systems.

Responsabilités

• Independently investigate and resolve escalated customer cases within established guidelines and authority limits.
• Review account information, transaction history, and previous interactions before determining appropriate resolutions.
• Handle complex billing concerns, delivery issues, and sensitive customer complaints.
• De-escalate frustrated customers through clear, empathetic, and professional communication.
• Provide accurate information and realistic expectations without making unverified promises.
• Maintain detailed case documentation, including investigations, actions taken, and final resolutions.
• Follow privacy, security, confidentiality, and applicable HIPAA requirements when handling sensitive health information.
• Identify recurring issues and collaborate with internal teams to improve support processes.
• Coordinate case handoffs with Tier 1 and other internal teams when necessary.

Connaissances

Customer support

Escalations handling

Healthcare / HIPAA

English communication

Critical thinking

CRM systems

Outils

Zendesk

Salesforce

Intercom

Freshdesk

Description du poste

We are looking for an experienced Healthcare Escalations Specialist to handle complex customer concerns and escalated cases with professionalism, sound judgment, and a strong sense of ownership. This role requires the ability to independently investigate issues, identify appropriate resolutions, and de-escalate sensitive customer interactions while following established procedures and healthcare privacy requirements.

Work Arrangement

• Work Setup: On-site
• Coverage: 24/7
• Schedule: Three 8-hour shifts per day
• Shift Rotation: Weekly rotation

Key Responsibilities

• Independently investigate and resolve escalated customer cases within established guidelines and authority limits.
• Review account information, transaction history, and previous interactions before determining appropriate resolutions.
• Handle complex billing concerns, delivery issues, and sensitive customer complaints.
• De-escalate frustrated customers through clear, empathetic, and professional communication.
• Provide accurate information and realistic expectations without making unverified promises.
• Maintain detailed case documentation, including investigations, actions taken, and final resolutions.
• Follow privacy, security, confidentiality, and applicable HIPAA requirements when handling sensitive health information.
• Identify recurring issues and collaborate with internal teams to improve support processes.
• Coordinate case handoffs with Tier 1 and other internal teams when necessary.

Qualifications

• 3-4+ years of customer support experience, preferably in chat, email, or ticket-based support.
• Experience handling escalations, complex cases, and challenging customer interactions.
• Healthcare, telehealth, or other regulated-industry experience is an advantage.
• Excellent written and spoken English communication skills.
• Strong critical thinking, problem-solving, and independent decision-making abilities.
• Experience with CRM or ticketing platforms such as Zendesk, Kustomer, Front, Gorgias, Freshdesk, Salesforce, Intercom, or similar systems.
• Ability to handle sensitive customer information responsibly and follow established compliance procedures.
• Willingness to work rotating 8-hour shifts, including nights and weekends.