Customer Service Representative

7 days ago

Quezon City, National Capital Region, Philippines Sagility Full time ₱360,000 - ₱480,000 per year

We're looking for experienced and service-driven Customer Service Representatives with a strong background in the US healthcare industry. This role requires the ability to handle complex benefit inquiries, resolve claims issues, and support members through various healthcare needs with professionalism and empathy.

Candidates must demonstrate excellent communication skills, critical thinking, and the ability to manage detailed, sensitive conversations in a fast-paced contact center environment. A background in healthcare-related customer service is essential.

Target Start Date: January 2026

Responsibilities

  • Handle inbound and outbound calls from health plan members
  • Educate members on their US health plan benefits and services
  • Investigate and resolve member concerns, escalations, and complaints
  • Take ownership of inquiries and provide timely, accurate resolutions
  • Communicate complex benefit information clearly and with empathy
  • Document interactions and follow up as needed
  • Serve as a liaison between customers, providers, and service teams
  • Navigate internal tools to provide solutions independently
  • Adapt to changes in systems, policies, and procedures
  • Demonstrate strong organizational skills and timely communication

Key Functions

  • Claims resolution
  • Benefit eligibility verification
  • Provider, hospital, and doctor search
  • Precertification support

Qualifications

Education & Experience:

  • College graduate with at least 1 year of BPO experience (healthcare account preferred)
  • Associate's degree holder with at least 1 year of healthcare experience in a contact center
  • Senior High School graduate with at least 2 years of healthcare BPO experience
  • Healthcare experience required: 1 to 2 years minimum

Skills:

  • Strong verbal and written English communication skills
  • Proven ability to manage member concerns with empathy and efficiency
  • Familiarity with US healthcare systems, CSAT, and NPS
  • Proficient in Microsoft Office applications, especially Outlook and Word
  • Excellent problem-solving, active listening, and organizational skills
  • Ability to work independently in a fast-paced environment
  • Willingness to step up and upskill in a progressive timeline
  • Familiarity with patient health record systems such as:
  • Finesse
  • OneView
  • MyCigna
  • Benefit Access
  • CFunds
  • OneCloud
  • Knowledge Xchange (or similar platforms)

If you are passionate about helping others and have the qualifications and experience to support members in navigating their healthcare needs, we encourage you to apply.

Job Type: Full-time

Pay: Php38, Php43,000.00 per month

Benefits:

  • Company events
  • Free parking
  • Health insurance
  • Life insurance
  • On-site parking
  • Opportunities for promotion
  • Paid training
  • Promotion to permanent employee

Application Question(s):

  • How many total years of experience do you have in the BPO industry?
  • Do you have experience handling a healthcare account? If yes, how many years?
  • What is your highest educational attainment? If you did not graduate, do you have any back or dropped subjects? Do you have any available documents such as diploma, TOR, or certificate of enrollment?
  • Are you amenable to work onsite at Bridgetowne Tower, Quezon City?
  • Where are you currently residing?
  • Have you handled a voice international account? If yes, for how long, and was your role purely voice or a mix of voice and non-voice? If mixed, please share the approximate percentage split.

Work Location: In person

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