Patient Scheduler Representative

1 day ago

Taguig, National Capital Region, Philippines DME Service Solutions Full time ₱150,000 - ₱250,000 per year

About DME:

We are DME, a healthcare BPO leader delivering customized, HIPAA-compliant workforce solutions that enhance productivity and customer experiences. Driven by our core values, we help companies across industries understand customer needs and develop innovative solutions. Our mission is to enhance our clients' brand value through positive customer experiences while achieving strategic business goals.

At DME Service Solutions, diversity, equity, and inclusion are more than words—they define who we are. Our commitment to these values is unwavering, and our agents are dedicated to serving communities from all backgrounds. Innovation and integrity are at the heart of our business philosophy. Our employees enjoy a world-class experience and benefits, which they extend to their service for our clients and their customers. We are dedicated to supporting the healthcare industry, partnering with biotech companies, healthcare systems, medical device manufacturers, and medical supply distributors. If you believe in business as a force for good and in companies doing well while doing good, you've come to the right place.

Job Brief:

The Customer Service Representative (CSR) is responsible for delivering a seamless, professional, and patient-centered virtual healthcare experience by facilitating all stages of a virtual visit—from pre-visit preparations to post-visit support. This role ensures accurate insurance verification, efficient payment processing, and effective scheduling through the client's systems.

Key Responsibilities:

Pre-Visit Support

  • Access and update patient records in EPIC Book-It and RTE.
  • Conduct comprehensive insurance verification via EPIC RTE, OneSource, and payer websites.
  • Process co-pays and prepayments before the appointment via HelloWorld payment link.
  • Send patient reminders and confirm virtual appointments using Care Connect and MyChart.
  • Address patient questions regarding appointment access, billing, and insurance coverage.

In-Visit Support

  • Conduct virtual check-ins using Amwell or MyChart platforms.
  • Provide guided support for entering payment details in HelloWorld during the visit
  • Guide patients through real-time co-pay and prepayment transactions.
  • Troubleshoot basic technical issues (audio/video) to avoid delays in virtual care delivery.
  • Provide administrative support to providers during the visit.

Post-Visit Support

  • Complete follow-up payment processing, if necessary.
  • Update documentation in EPIC and Care Connect.
  • Assist patients with return visit scheduling before ending the session.
  • Perform reporting and reconciliation tasks using Power BI and other tools.

Qualifications

  • At least 3 years of experience in healthcare customer service, preferably in a BPO setting.
  • Familiarity with EPIC, Care Connect, and insurance verification tools.
  • Strong communication, problem-solving, and multitasking skills.
  • Proficiency in basic math and business calculations
  • Working knowledge of computer/data entry with the ability to learn new systems
  • Basic level of MS Office proficiency
  • Basic knowledge of, or ability to learn, customer service specialization

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