Patient Service Coordinator Project Base

iSupport Worldwide; Manila; Presencial; PHP 279 000 - 446 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Free lunch

Onsite gym

Weekly fitness activities

Upskilling academy

Modern facilities

Sleeping quarters

Resumo da oferta

iSupport Worldwide in Manila is seeking a patient services agent to manage high-volume inbound calls, schedule appointments, and assist with non-clinical insurance and referral inquiries.

The role requires empathy, accuracy, and adherence to escalation procedures within a healthcare setting, including familiarity with EMR/EHR and MS Office.

Candidates should have healthcare experience and the ability to maintain confidentiality while delivering excellent service.

Qualificações

• Prior healthcare-related work experience.
• Familiarity with U.S. healthcare insurances.
• Experience scheduling patients.
• Prior call center, high-volume, and patient service experience.
• Strong verbal and written communication skills.
• Ability to maintain confidentiality.

Responsabilidades

• Manage incoming patient calls professionally and efficiently.
• Schedule, reschedule, and cancel patient appointments.
• Assist with referrals, insurance, and authorization questions.
• Handle prescription and medication-related calls per protocol.
• Document patient messages and ensure follow-ups.
• Escalate complex issues per procedures.

Conhecimentos

Patient communication

EMR/EHR familiarity

Data entry

MS Office proficiency

Attention to detail

High-volume call handling

Empathy

Descrição da oferta de emprego

Job Description:

Primary Responsibilities:

• Incoming Call Management
  • Answer and manage incoming patient calls professionally and efficiently
  • Handle a high-volume call environment, with an expected volume of approximately 40-45 calls per day
  • Provide timely assistance while maintaining a courteous, calm, empathetic, and professional manner
  • Listen carefully to patients and identify the nature and urgency of each request
  • Resolve non-clinical patient-service inquiries within the employee's authorized scope
  • Route calls to the appropriate department, team member, or clinical staff member when necessary
  • Follow established escalation procedures for calls that require additional assistance
  • Minimize missed, abandoned, or unnecessarily transferred calls while maintaining service quality
  • Collaborate effectively with clinical and administrative teams to ensure seamless patient care and follow-up
• Scheduling and Patient Coordination
  • Schedule, reschedule, and cancel patient appointments according to established procedures
  • Assist patients with appointment-related questions and requests
  • Coordinate patient requests with the appropriate internal team when the request cannot be resolved directly
  • Ensure scheduling information is entered accurately and completely
  • Communicate appointment information clearly to patients
• Referral, Insurance, and Authorization-Related Support
  • Assist with non-clinical questions related to referrals, insurance, and authorization processes within the employee's defined scope
  • Obtain or document relevant information as required
  • Route issues requiring specialized review to the appropriate staff member
  • Avoid providing information or making determinations outside the employee's authorized responsibilities
• Prescription and Medication-Related Calls
  • Receive and document patient calls related to prescription or medication requests
  • Follow established procedures for routing medication-related requests to the appropriate clinical or authorized staff
  • Do not independently provide medical advice, make medication decisions, alter prescriptions, or provide clinical recommendations
• Patient Messages and General Inquiries
  • Accurately receive and document patient messages and requests
  • Respond to general, non-clinical inquiries within the employee's scope
  • Ensure messages requiring follow-up are routed to the appropriate person or department
  • Provide clear expectations to patients regarding next steps when appropriate

Non-Negotiable:

• Prior healthcare-related work experience
• Familiarity with U.S. healthcare insurances
• Experience scheduling patients
• Prior call center, high-volume, and excellent patient service experience
• Strong verbal and written communication skills, given the call-based nature of this role

Required:

• Familiarity with electronic medical records (EMR/EHR) and patient management software
• Proficient in MS Office and standard office/administrative software
• Basic knowledge of medical terminology and patient care workflows
• Excellent typing and data entry skills
• Ability to communicate professionally and empathetically with patients
• Ability to work effectively in a high-volume call environment
• Strong attention to detail and accuracy
• Ability to multitask while maintaining quality and professionalism
• Ability to follow established procedures and escalation protocols
• Dependability and punctuality, particularly for the assigned overnight shift
• Ability to maintain confidentiality and handle protected patient information appropriately

Preferred / Advantage:

• 1-4 years of experience in a call center or healthcare administrative role
• Previous experience in a pain management setting (an advantage, not a requirement)
• Additional healthcare patient-service experience
• Experience with insurance verification
• Experience working with patients who may be experiencing frustration, discomfort, or heightened emotions

• Free lunch meal, fruits, snacks, and drinks
• Onsite gym with a free professional instructor
• Weekly fitness activity and an annual fitness challenge where you can win up to 70,000 PHP
• Weekly engagement activities with prizes that are up to 3,000 PHP
• Free upskilling academy to improve your performance and skillset
• State-of-the-art facilities from toilets to your workstation
• Amenities such as sleeping quarters, game area, chat room, shower room