Customer Service Representative

Position Title:Customer Service Representative ( Healthcare)

Work Set Up: On-site

Schedule: 7:00 PM - 4:00 AM PHT

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

Quick Rundown:

We are seeking a dedicated and organized professional to join our team as a Medical VA. This role involves matching caregivers or nurses with clients based on their needs, managing schedules, and fostering positive relationships with both clients and staff. The position requires strong attention to detail, excellent communication skills, and the ability to handle multiple tasks effectively in a fast-paced environment.

What You'll Do:

Client Matching:

• Assess the client's needs to assign suitable caregivers or nurses
• Match caregivers or nurses with clients based on compatibility, skills, and availability
• Ensure timely and appropriate caregiver replacements

Relationship Management:

• Develop and maintain positive relationships with clients and caregivers. Review nurse notes for quality assurance
• Coordinate with the RN Care Manager regarding the client's conditions and needs
• Provide feedback to nursing staff on client updates

Documentation and Scheduling:

• Assist with client documentation and data entry. Follow up on MD orders, authorizations, etc. Create and maintain client, nurse, or caregiver schedules
• Adjust schedules using Alora and ABS systems. Run reports, create tracking sheets, and organize data.

Attendance Monitoring:

• Monitor caregiver and nurse attendance and address scheduling conflicts
• Follow up on clocking in/out inconsistencies
• Provide basic tech support and user instruction

Communication and Call Handling:

• Handle new patient intake calls and enter information into the ABS system
• Answer incoming calls professionally and direct appropriately, Medical Virtual Assistant Confidentiality
• Provide information and assistance to callers

Client Support and Follow-ups:

• Update clients on caregiver/nurse schedules. Handle client inquiries and concerns with professionalism
• Document scheduling changes and maintain records
• Conduct regular follow-ups to ensure client satisfaction
• Continuous Improvement: Identify areas for service improvement
• Ensure scheduling activities adhere to industry regulations and company policies

What We're Looking For:

• Experience in scheduling, coordination, or a similar role, preferably in healthcare or home care
• Strong organizational and detail-oriented skills
• Excellent communication and interpersonal skills
• Compassion and empathy towards clients and caregivers
• Proficiency in computer software and scheduling tools
• Knowledge of healthcare regulations and compliance is a plus
• Experience with VA assistance
• Intermediate Excel skills
• Problem-solving skills, especially for complex interpersonal situations
• Comfortable having difficult conversations over the phone
• Team player who enjoys contributing suggestions and feedback
• Ability to work independently and manage multiple tasks

Why You'll Love Joining the CO Fam

At Clark Outsourcing, we're redefining what it means to work in a BPO. This isn't your regular office setup - it's 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 you'll have to experience it yourself to believe it.

Here's what's 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, it's not just about work - it's about loving where you work. Ready to experience the best workplace ever? We can't wait to welcome you to the team