Healthcare Support Representative (Voice) | Onsite, Midshift

KMC Solutions; Taguig; Hybrid; PHP 268,000 - 357,000; Full time

Job summary

KMC Solutions is hiring for its Patient Engagement Centre in Metro Manila. The role involves telephone triage, booking and adjusting appointments, and handling patient queries to ensure adherence to national guidelines.

You will maintain data accuracy and uphold quality standards while building strong stakeholder relationships. This is an on-site position at Arthaland, BGC with a 4:00 PM–1:00 AM shift and possible weekend work.

Qualifications

• Be confident on the telephone.
• Experience handling customers and/or patients and managing queries effectively and sensitively.
• Understand patient confidentiality and data protection.
• Strong attention to detail and excellent verbal and written communication skills.
• Adhere to internal quality assurance measures to meet national standards.
• Demonstrate competent computer skills and ability to troubleshoot basic software issues.

Responsibilities

• Complete telephone triage to establish risk scores and eligibility for further assessment.
• Handle inbound calls from patients needing to book or amend appointments.
• Manage telephone queries from patients.
• Contact patients for follow up appointments to ensure booking within NHS guidelines.
• Escalate issues as they arise.
• Maintain accurate data on internal systems for reporting purposes.
• Adhere to robust quality assurance measures to meet national standards.
• Develop and maintain excellent relationships with key stakeholders.
• Make healthcare better for our patients.

Skills

Telephone confidence

Customer/patient handling

Confidentiality & data protection

Attention to detail & communication

Quality assurance awareness

Computer skills & troubleshooting

Job description

Our Patient Engagement Centre (PEC) is focused on providing direct access and support to all our patients. At the PEC, we own each step of the patient journey. From the first referral to the final report, our fully qualified teams provide the care and support our patients need, every step of the way.

Job Responsibilities

• Complete telephone triage consultation to establish risk scores and eligibility for any further assessment.
• Handle inbound calls from patients needing to book or amend appointments.
• Manage telephone queries from patients.
• Contact patients who require follow up appointments to ensure they are booked within recommended NHS guidelines.
• Escalate any issues as and when they arise.
• Maintain accurate data on internal systems for reporting purposes.
• Adhere to robust quality assurance measures to meet national standards.
• Develop and maintain excellent relationships with all key stakeholders.
• Make healthcare better for our patients.

Skill Requirements

• Be confident on the telephone.
• Have experience in dealing with customers and/or patients and know how to manage their queries effectively and sensitively.
• Understand the importance of patient confidentiality and be aware of data protection.
• Strong attention to detail and excellent verbal and written communication skills, ensuring accuracy and clarity in verbal and written communication.
• Ensure adherence to thorough internal quality assurance measures to comply with national standards.
• Demonstrate competent computer skills, with the ability to effectively operate various software programs and troubleshoot basic technical issues.

Work Location: Arthaland, BGC

Work Shift: 4:00 PM - 1:00 AM PH Time, occasional weekend shifts depending on business needs

Arrangement: Fully on-site