Patient Service Coordinator (Project Base)

iSupport Worldwide; Pasig; On-site; PHP 240,000 - 420,000; Full time

Benefits offered by this job

Free lunch and snacks

Onsite gym and fitness activities

Upskilling academy

Job summary

iSupport Worldwide is seeking a patient-focused call center specialist to manage high-volume inbound calls in a U.S. healthcare setting. You will schedule appointments, handle referrals and insurance questions, and ensure accurate documentation of patient information.

The role requires empathy, professionalism, and strong data-entry skills, with overnight shifts and onsite work in the Philippines. Prior call center and healthcare experience are preferred.

Qualifications

• 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.
• Strong verbal and written communication skills for a call-based role.

Responsibilities

• Incoming Call Management: Answer and manage patient calls professionally and efficiently.
• Scheduling and Patient Coordination: Schedule, reschedule, and cancel appointments; communicate clearly to patients.
• Referral, Insurance, and Authorization Support: Handle non-clinical questions and route to appropriate staff.
• Prescription and Medication-Related Calls: Document medication requests and route appropriately.
• Patient Messages and General Inquiries: Document messages and route follow-ups.
• Collaborate with clinical and administrative teams to ensure seamless patient care.

Skills

EMR/EHR familiarity

MS Office

Medical terminology

Typing speed

Data entry

Empathy and communication

Tools

EMR/EHR 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

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