Patient Services Coordinator

iSupport Worldwide; Metro Manila; On-site; PHP 279,000 - 446,000; Full time

Benefits offered by this job

Above-industry salary package

Comprehensive HMO benefits

Life insurance from day 1

Free learning and development courses

Dynamic company events

Opportunities for promotion

Free meals and snacks

Job summary

iSupport Worldwide seeks a Patient Services Coordinator to support patient communication, appointment scheduling, call management, and administrative coordination within a fast-paced healthcare environment. The role handles high-volume calls, coordinates appointments, documents requests, and ensures EMR and HIPAA/PHI privacy compliance.

You will work onsite at Cyberscape Alpha, Ortigas Center, Pasig City, on US night hours, collaborating with clinical and admin teams, handling referrals,

Qualifications

• Bachelor’s degree in Healthcare Admin or related field is an advantage.
• 1–4 years in healthcare admin, patient services, or call center roles.
• Experience with scheduling and calendar management in healthcare.
• Familiar with US healthcare insurance processes and referrals.
• Proficiency with EMR/EHR and patient management systems.
• Strong typing and data-entry accuracy; attention to detail.
• Confidential handling of PHI and HIPAA compliance.
• Willingness to work a permanent night shift.

Responsibilities

• Answer high-volume patient calls with professional care.
• Schedule, reschedule, and cancel patient appointments.
• Coordinate referrals, insurance, and authorization tasks.
• Document patient requests accurately in EMR/EHR.
• Escalate clinical questions to licensed staff when needed.
• Maintain HIPAA and PHI privacy standards.
• Collaborate with clinical and administrative teams for care coordination.

Skills

Patient scheduling

EMR/EHR systems

HIPAA compliance

Call center experience

Data entry

Education

Bachelors in healthcare admin

Tools

MS Office

EMR software

Job description

Work Schedule: US Working Hours / Night Shift
Work Location: Cyberscape Alpha, Ortigas Center, Pasig City (Onsite)

What is your mission?

We are looking for a Patient Services Coordinator to support patient communication, appointment scheduling, call management, and administrative coordination within a fast-paced healthcare environment. This role is responsible for handling high-volume patient calls, coordinating appointments, documenting patient requests, supporting referral and insurance-related inquiries, routing medication-related concerns to authorized staff, maintaining accurate records in Electronic Medical Record (EMR) systems, and ensuring compliance with Health Insurance Portability and Accountability Act (HIPAA) and Protected Health Information (PHI) privacy standards.

You will provide the best service to our partner brands by performing these tasks:

• Answer and manage high-volume incoming patient calls while maintaining a professional, courteous, empathetic, and patient-focused approach.

• Handle approximately 40-45 patient calls per day while maintaining service quality and response efficiency.

• Identify the nature and urgency of patient requests and provide assistance within the scope of authorized responsibilities.

• Resolve non-clinical patient service inquiries and route calls requiring further assistance to the appropriate department or clinical staff.

• Follow established escalation procedures for patient concerns requiring additional support.

• Minimize missed, abandoned, and unnecessary transferred calls while ensuring a positive patient experience.

• Collaborate with clinical and administrative teams to support seamless patient care coordination and follow-up.

• Schedule, reschedule, and cancel patient appointments according to organizational procedures.

• Assist patients with appointment-related inquiries and communicate appointment information accurately and clearly.

• Coordinate patient requests with the appropriate internal teams when issues cannot be resolved directly.

• Maintain accurate and complete scheduling and patient information in Electronic Medical Record (EMR) and patient management systems.

• Assist with non-clinical inquiries related to referrals, insurance processes, and authorization procedures.

• Collect and document information required for referral, insurance, and authorization-related requests.

• Route insurance, referral, and authorization concerns requiring specialized review to authorized personnel.

• Receive, document, and process patient calls related to prescription and medication requests according to established procedures.

• Route medication-related concerns to authorized clinical staff and follow approved escalation protocols.

• Accurately receive, document, and transmit patient messages and service requests.

• Respond to general non-clinical inquiries and provide clear expectations regarding next steps and follow-up.

• Verify patient identity before discussing or releasing protected information.

• Maintain strict compliance with Health Insurance Portability and Accountability Act (HIPAA) requirements, organizational privacy policies, and Protected Health Information (PHI) confidentiality standards.

• Utilize secure documentation, communication, and patient information handling procedures.

• Report privacy, confidentiality, or security concerns in accordance with organizational policies and procedures.

• Escalate clinical questions, medication concerns, urgent issues, and situations requiring clinical judgment to licensed healthcare personnel.

Who are we looking for?

• Bachelor's degree in Healthcare Administration, Business Administration, Medical Office Administration, or a related field is an advantage.

• 1-4 years of experience in a healthcare administrative role, patient services role, healthcare support role, or call center environment.

• Prior healthcare-related work experience supporting patient communication, scheduling, and administrative functions.

• Experience scheduling patient appointments and managing healthcare-related calendars.

• Experience working in a high-volume call center environment and handling multiple patient interactions daily.

• Familiarity with United States healthcare insurance processes, referrals, and authorization workflows.

• Experience with insurance verification is an advantage.

• Experience working with patients experiencing frustration, discomfort, or heightened emotions.

• Previous experience in a pain management, specialty clinic, or healthcare setting is an advantage.

• Proficiency with Electronic Medical Record (EMR), Electronic Health Record (EHR), and patient management systems.

• Proficiency in Microsoft Office and standard administrative software applications.

• Basic knowledge of medical terminology, healthcare workflows, and patient service processes.

• Strong typing, documentation, and data entry skills with a high level of accuracy.

• Ability to work effectively in a high-volume patient support environment.

• Ability to follow established procedures, workflows, and escalation protocols.

• Ability to maintain strict confidentiality and appropriately handle Protected Health Information (PHI).

• Excellent verbal and written communication skills.

• Strong attention to detail and accuracy.

• Strong multitasking, organization, and time management skills.

• Professional, patient-focused, and empathetic customer service approach.

• Dependable, punctual, and committed to working a permanent night shift schedule.

Company Perks:

• Above-industry salary package and incentives

• Comprehensive HMO benefits and life insurance from day 1

• Free learning and development courses for your personal and career growth

• Dynamic company events

• Opportunities for promotion

• Free meals and snacks