Customer Care Specialist

Position Title: Customer Care Specialist

Work Set Up: On-Site

Schedule: 8:00 PM to 5:00 AM PH Time

Job Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark, Pampanga

Quick Rundown:

The Customer Care Specialist is responsible for delivering outstanding customer service by handling patient and healthcare provider inquiries, assisting with appointment scheduling, and resolving any issues related to patient care. This role requires excellent communication skills, attention to detail, and the ability to manage multiple tasks while ensuring a positive experience for patients, healthcare providers, and internal teams.

What Youll Do:

Customer Support & Communication

• Serve as the first point of contact for patients, staff, and healthcare providers, offering prompt and professional support

• Help patients schedule, reschedule, and confirm appointments, ensuring accurate information is recorded

• Answer questions about appointments, services, insurance, and policies

• Resolve issues or complaints related to scheduling and provider availability

• Communicate clearly with patients and internal teams about any changes or updates

Appointment Scheduling & Management

• Schedule and manage patient appointments to optimize provider calendars

• Match caregivers to clients based on requirements (skilled or non-skilled)

• Reschedule appointments with minimal disruption to patient care

• Track cancellations and no-shows, rescheduling as needed

• Ensure all appointments are accurately documented in the system

• Support providers in balancing appointments with other tasks

Insurance Verification & Authorization Support

• Help patients understand their insurance coverage and gather the required information

• Coordinate with the insurance team to verify coverage and obtain necessary authorizations

• Update patients on authorization status and next steps

Administrative Support & Data Entry

• Accurately enter and update patient information in the system

• Maintain up-to-date patient records, including appointment history and insurance status

• Organize and manage documentation such as medical records and consent forms

• Responsible for recording and monitoring the status of reimbursement requests submitted, and updating any related company trackers

• Responsible for follow-ups rule) with accounts payable and accounts receivable

• Billing and accounting skills are a plus, but not required

Collaboration with Internal Teams

• Work closely with schedulers, admin staff, and providers to ensure a smooth workflow

• Support team members in resolving scheduling issues

• Collaborate across departments to ensure accurate processes for scheduling and insurance

Compliance & Confidentiality

• Follow HIPAA and privacy regulations in handling patient and employee information

• Keep all records and communications confidential and professional

Customer Experience & Process Improvement

• Collect feedback and suggest ways to improve scheduling, communication, and service

• Inform patients proactively about delays or changes to maintain transparency and trust

What Were Looking For:

• Bachelors degree or equivalent experience in healthcare administration, customer service, or a related field preferred

• 2-3 years of experience in customer service, healthcare administration, or scheduling roles

• Strong written and verbal communication skills for interacting with patients, providers, and internal staff

• Effective problem-solving and conflict resolution abilities

• High attention to detail and accuracy when handling records, insurance, and appointments

• Familiarity with healthcare terminology and scheduling systems

• Proficiency in Microsoft Office (Word, Excel, Outlook)

• Experience with EHR or other medical scheduling tools preferred

• Strong organizational and multitasking skills in a fast-paced environment

• Ability to handle confidential patient data securely and in compliance with HIPAA

• HIPAA certification preferred or willingness to obtain

Why Youll Love Joining the CO Fam

At Clark Outsourcing, were redefining what it means to work in a BPO. This isnt your regular office setup - its where careers flourish, friendships grow, and fun is always part of the deal. Our culture is unmatched (seriously, our team swears by it), and we promise youll have to experience it yourself to believe it.

Heres whats in store for you:

Health and Welfare Benefits: HMO with prescription coverage, SSS, PhilHealth, Pag-IBIG, 13th-month pay, retirement benefits, and more.

Beyond Work: Enjoy our in-office swimming pool (lowkey flex), CO Club gaming lounge, CSR involvement through CO Stars, scholarship programs, and access to CO Academy for growth.

Travel Opportunities: We send at least 20 staff per year to visit our clients in the US, UK, and Australia, giving you international exposure and experience.

Leave Benefits: Paid holidays, Earned PTO on your first month, Wellness leave (no questions asked), plus special leaves like bereavement, parental leave, and Magna Carta leave.

Extra Perks: Salary loans up to PHP 1M (via BPI), CO Swag Bag, birthday and anniversary tokens, and our COol & flexible workplace.

Growth and Recognition: Yearly performance appraisals, career advancement programs, CO League events, and guidance from our amazing Coaches

At CO, its not just about work - it's about loving where you work. Ready to experience the best workplace ever? We cant wait to welcome you to the team