Patient Service Coordinator (Project Base)

iSupport Worldwide; Metro Manila; On-site; PHP 335,000 - 424,000; Full time

Benefits offered by this job

Free lunch

Onsite gym

Fitness challenges

Upskilling academy

State-of-the-art facilities

Sleeping quarters

Job summary

iSupport Worldwide in Metro Manila, Philippines, seeks a patient services representative to manage high-volume calls, schedule appointments, and handle non-clinical inquiries within authorized scope.

You will document messages, assist with referrals and insurance processes, and collaborate with clinical and administrative teams while maintaining confidentiality, empathy, and accuracy for overnight shifts.

Qualifications

• Strong verbal and written communication skills for a call-based role.
• Experience in healthcare or patient services is highly valued.
• Familiarity with EMR/EHR and patient management software is required.

Responsibilities

• Manage incoming patient calls professionally and efficiently.
• Schedule, reschedule, and cancel patient appointments.
• Assist with referrals, insurance, and authorization questions within scope.
• Handle prescription or medication-related calls under procedures.
• Document patient messages and route to appropriate staff.

Skills

Strong communication

Typing & data entry

Multitasking in high-volume calls

Healthcare experience

Patient service experience

Tools

EMR/EHR systems

MS Office

Patient management software

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

Requirements

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

Benefits

• 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