Booking Team Representative

3 days ago

Davao City, Davao, Philippines OfficePartners, 360 Inc. Full time ₱200,000 - ₱250,000 per year

The Booking Team Representative is responsible for managing inbound patient interactions and providing high-quality service for appointment bookings, inquiries, and general clinic information. This role plays a key part in ensuring an excellent patient experience by efficiently coordinating with internal teams, processing requests accurately, and maintaining compliance with healthcare communication standards.

Key Responsibilities:
  • Handle Inbound Calls: Receive and manage patient calls related to appointment scheduling, service inquiries, and clinic information.
  • Appointment Management: Book, confirm, reschedule, or cancel patient appointments following established protocols.
  • Coordination and Support: Assist the Confirmation sub-departments to ensure all bookings and patient communications are accurately processed.
  • Patient Inquiries and Requests: Address patient concerns, questions, and special requests courteously and efficiently.
  • Prescription Handling: Process prescription requests as instructed by healthcare providers, ensuring accurate and timely communication with clinical staff.
  • Escalation and Routing: Identify and route calls or requests that require specialized attention to the appropriate department or personnel.
  • Documentation: Maintain detailed and accurate records of all patient interactions and transactions in the system.
  • Compliance and Confidentiality: Adhere to HIPAA and company data privacy policies, ensuring all patient information is handled securely.
  • Customer Service Excellence: Deliver a patient-centered approach that reflects empathy, professionalism, and efficiency in every interaction.
Qualifications:
  • At least 1–2 years of BPO experience, preferably in a healthcare account or customer service role.
  • Excellent verbal and written communication skills in English.
  • Strong attention to detail and ability to multitask in a fast-paced environment.
  • Proficiency in using CRM tools, electronic medical records (EMR) systems, or other scheduling platforms is an advantage.
  • Knowledge of healthcare terminology and understanding of patient confidentiality standards (HIPAA) preferred.
  • Willingness to work on a shifting schedule, including weekends or holidays if required.

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