Customer Care Executive

2 days ago

Quezon City, National Capital Region, Philippines Stemz Healthcare Philippines Private Inc. Full time ₱250,000 - ₱500,000 per year

Position: Customer Care Executive

Location: ND Diagnostic Quezon, Philippines

Department: Customer Service/ Medical Services

Reports To: Customer Service & LAB Operations Manager

Job Summary:

We are seeking a Medical Services Coordinator to assist patients and stakeholders over calls regarding medical tests, appointment scheduling, document verification, and general inquiries for our Quezon Lab with internal Doctors interactions. The ideal candidate will have experience in healthcare customer service/Medical Sales CC and be comfortable handling medical queries while ensuring excellent customer support.

Key Responsibilities:

  • Patient Assistance & Call Handling
  • Act as the primary contact for patients and clients over phone calls.
  • Provide clear information on required medical tests, documentation, and procedures.
  • Guide patients through appointment scheduling and lab visit requirements.
  • Address inquiries related to test reports, timelines, and medical guidelines.
  • Handle escalations, complaints, and follow-up calls professionally.
  • Guide Riders for pick-up of collections.
  • Lead generations.
  • Upsell on New & Historic Data base.
  • Result oriented and has adoptive nature of scaling business.
  • Skilled professional on Email responses.

Coordination & Documentation

  • Work closely with lab technicians and operations teams for test processing updates.
  • Ensure all patient details are recorded accurately in the system.
  • Verify and cross-check medical documents before processing test approvals.
  • Maintain compliance with healthcare data privacy regulations and internal guidelines.

Operational & Reporting Support

  • Track and update the status of medical reports and pending cases.
  • Generate daily and weekly reports on call volume, patient queries, and resolved cases.
  • Escalate critical cases to the medical or customer service team for urgent action.
  • Suggest improvements in call handling processes based on patient feedback.

Key Requirements:

Education: Graduate in healthcare, medical technology, or related fields is preferred.

Experience: 2+ years in a healthcare or customer service role handling medical-related calls.

Skills:

  • Strong verbal communication skills (English & Filipino).
  • Experience in handling customer queries over phone support.
  • Ability to explain medical procedures clearly and concisely.
  • Proficiency in Microsoft Office and medical software systems.
  • Understanding of medical documentation and compliance policies.

Preferred Qualifications:

  • Prior experience in medical call centers, hospitals, or diagnostic labs.
  • Familiarity with electronic medical records (EMR) systems.
  • Knowledge of laboratory processes and medical testing guidelines.

Work Environment & Benefits:

  • Call-based role with office-based in Quezon.
  • Competitive salary with performance-based incentives.

Opportunity to work in a fast-paced healthcare support environment.

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