Customer Support Representative

Want to be part of a community that focuses on work-life balance, provides competitive salary and fantastic opportunities?

The Backroom Offshoring Inc. is a KPO company experiencing strong dynamic growth and we want you to be part of it

Located at One West Aeropark in Clark Pampanga, a world-class building with top facilities, a conducive work environment is guaranteed

Scope of Work:

Appointment Setters play a pivotal role in handling diverse customer issues within specific client assignments, primarily centered around patient scheduling transactions. Their core responsibilities include managing telephone interactions with patients, documenting these interactions accurately, and fostering collaboration with both patients and providers to enhance overall patient care quality.

Responsibilities:

• Answer incoming calls promptly and courteously, maintaining a professional demeanor at all times.

• Accurately gather and input demographic information into electronic medical records.

• Respond to inquiries and provide requested information, ensuring patient-centric service and a positive organizational image.

• Advocate for and adapt to improvements in call flow processes and communication protocols.

• Propose enhancements and actively participate in initiatives aimed at elevating service standards.

• Achieve and surpass set call volume targets.

• Strictly adhere to HIPAA policies and Sequence Health regulations.

• Route calls to relevant departments as necessary.

• Exercise sound judgment when handling calls, especially with upset patients.

• Identify appropriate situations for escalating calls to physicians, practice managers, or triage nurses.

• Assist with reminder and rescheduling calls as needed.

• Support callbacks and additional projects when call volumes allow.

• Perform any other duties assigned by supervisors or managers.

Qualifications:

• Preferred minimum of 2 years of experience in a medical or healthcare setting.

• Exceptional verbal and written communication skills, with a proactive and positive approach to collaboration and continuous improvement.

• Proficiency in Microsoft Office Suite (Excel, Word, Outlook) and internet usage.

• Demonstrated ability to multitask efficiently under time constraints.

• Capability to handle sensitive and confidential information with discretion.

• Prior experience managing customer-focused accounts.

• Proven track record of contributing to a service-oriented team environment.

• At least 2 years of experience in appointment setting, customer service, or a related field.

• Willing to work a night-shift schedule (8:00 PM-4:30AM Philippine time).

Benefits:

Our benefits package is designed for full-time roles. For part-time/project-based roles, some benefits may or may not apply and will be discussed during the interview.

Core Benefits:

• HMO on Day 1 + Free coverage for 2 dependents after 2 years
• Life Insurance
• Government-mandated benefits
• 20 Annual Leave Credits
• 13th-month pay
• Birthday & Bereavement Leave
  

Onsite/Hybrid Extras:

• Travel Subsidy
• Staff House Accommodation (within certain distance)
• Free Shuttle Service
• Free Lunch & Uniform
• Perfect Attendance Bonus
  

For All Employees:

• Onboarding Training
• Monthly Engagement Activities
• Birthday Gift & Weekly Treats
• Christmas Hamper & Anniversary Gift
• Opportunity to Travel

Refer a friend and get up to PHP 8,000 via GCash for every successful hire in this role

• Grad trainees, junior, entry-level, and admin positions: PHP 3,000
• Intermediate positions: PHP 5,000
• Senior and hard-to-fill positions: PHP 8,000