Healthcare Call Center Agent | Remote

Join Our Team at Skin and Cancer Institute

Are you passionate about dermatology and skin health? Do you thrive in a dynamic, patient-focused environment? Skin and Cancer Institute is looking for dedicated professionals to join our team

Why Join Us?

At Skin and Cancer Institute, we are committed to excellence in dermatology, skin cancer treatment, and cosmetic procedures. We offer a supportive and collaborative work culture where your skills and dedication make a real impact.

Summary of Position

Skin and Cancer Institute is a U.S.-based dermatology group looking to hire a full-time Call Center Agent based in the Philippines. This is a remote and direct-hire position. We are not a recruiting agency. The selected candidate will work directly with our company on a long-term basis. The schedule will follow U.S. Pacific Time. Healthcare or medical office experience is preferred.

The Call Center Agent serves as the primary point of contact for patients of the Skin and Cancer Institute, delivering exceptional customer service and managing a high volume of inbound and outbound calls related to appointment scheduling, patient inquiries, referrals, insurance verification, prescription requests, and other care coordination activities.

This role requires mastery of company services, locations, marketing campaigns, and salesmanship to achieve a 95% call completion rate using effective and ethical sales techniques. Agents must complete initial and ongoing training to stay current with operational updates, service offerings, and organizational procedures.

The ideal candidate possesses strong healthcare customer service experience, excellent communication skills, and the ability to work efficiently in a fast-paced medical environment. The Call Center Agent ensures patients receive timely access to dermatology and oncology services while maintaining compliance with HIPAA regulations and organizational standards.

WHAT YOU'LL DO:

Patient Communication & Customer Service

• Serve as the first point of contact for patients contacting the Skin and Cancer Institute via telephone and other communication channels.
• Answer a high volume of inbound calls in a professional, courteous, empathetic, and efficient manner.
• Provide exceptional customer service while addressing patient inquiries, concerns, and requests.
• Demonstrate mastery of knowledge related to company services, locations, marketing campaigns, and salesmanship to ensure 95% call completion for patients using effective and ethical sales techniques.
• Resolve patient issues and escape complex concerns to the appropriate department or supervisor when necessary.
• Maintain a patient-centered approach during all interactions to ensure a positive patient experience.

Appointment Scheduling & Patient Access

• Schedule, reschedule, cancel, and confirm patient appointments in accordance with provider schedules and clinic protocols.
• Coordinate new patient appointments, follow-up visits, procedures, and annual recall appointments.
• Identify appropriate appointment types and provider availability based on patient needs and clinical guidelines.
• Conduct outbound calls for appointment reminders, recalls, waitlist management, and patient outreach campaigns.
• Assist patients in locating convenient clinic locations and providers within the organization.

Patient Registration & Insurance Support

• Verify and update patient demographic information within the Electronic Medical Record (EMR) system.
• Collect and validate insurance information to support accurate patient registration and eligibility verification.
• Assist patients with questions regarding referrals, authorizations, insurance requirements, and appointment prerequisites.
• Ensure all patient information is entered accurately and completely to minimize registration and billing errors.

Care Coordination & Clinical Support

• Route patient messages, medical concerns, prescription refill requests, and provider communications to the appropriate clinical staff.
• Coordinate referrals, consult requests, and follow-up care activities as directed.
• Support continuity of care by facilitating communication among patients, providers, medical assistants, and administrative staff.
• Assist with patient outreach initiatives, preventive care campaigns, and treatment follow-up programs.

Documentation & Data Management

• Accurately document all patient interactions, appointment activities, and communication notes within the EMR and call management systems.
• Maintain complete, timely, and accurate records in accordance with organizational policies and healthcare regulations.
• Review and update patient records to ensure inf