Healthcare Support Analyst

1 week ago

Pasig, National Capital Region, Philippines Connext Full time ₱600,000 - ₱1,200,000 per year

Connext
is a trusted team of business process outsourcing experts and innovators, with proven experience supporting world-class companies across industries such as
Title and Escrow, Healthcare, Produce Distribution, Retail and Fashion, Design Consulting, and Finance.

We are looking for a
Healthcare Support Analyst
to join our growing team

What's in it for you?

  • Competitive compensation package
  • Overtime pay
  • Life insurance coverage
  • HMO insurance
  • Positive and supportive company culture
  • Annual merit-based salary increase
  • 25% Night Differential
  • Company-provided equipment

Job Summary

The
Healthcare Support Analyst
is responsible for evaluating and monitoring the performance of AI-handled calls in a healthcare support environment. This includes reviewing call accuracy, validating information, ensuring compliance with healthcare standards, and confirming proper task routing to clinical teams and electronic medical records (EMRs).

This role safeguards service quality and compliance by providing feedback and collaborating with cross-functional teams.

Key Responsibilities

  • Review AI-handled calls for accuracy, clarity, and completeness of patient/client intake and appointment booking.
  • Validate whether calls are correctly routed to clinical teams and update tasks in the EMR.
  • Audit outputs for compliance with
    HIPAA, data privacy, and organizational policies.
  • Identify errors, misinterpretations, or escalations and provide actionable feedback.
  • Collaborate with operations, clinical teams, and developers to refine workflows and improve accuracy.
  • Document findings, prepare reports, and recommend process improvements.
  • Support calibration sessions to align QA standards across the team.
  • Assist in developing QA scorecards, metrics, and benchmarks tailored to healthcare operations.

Qualifications

  • Experience with
    Electronic Medical Records (EMRs).
  • Familiarity with healthcare processes such as
    patient intake, appointment scheduling, referrals, and EMR documentation.
  • Knowledge of
    HIPAA
    and data privacy regulations.
  • Strong analytical and critical-thinking skills; able to identify trends and root causes.
  • Keen attention to detail with excellent listening and documentation skills.
  • Strong written and verbal English communication skills for constructive feedback.

Screening Criteria

  • Minimum of 2 years of experience in a healthcare BPO or call center environment.
  • Experience in quality assurance is a plus.
  • Must have a stable employment history.

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