Customer Care Specialist

Position Title: Customer Care Specialist (Healthcare)

Work Set Up: On-site

Schedule: 1:00 AM - 10:00 AM PHT

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

Quick Rundown:

The Medical Scheduler plays a vital role in coordinating care services, managing schedules, and providing both administrative and on-call support to ensure smooth day-to-day operations. This position requires excellent organizational, communication, and multitasking skills, as well as the ability to handle after-hours or on-call responsibilities with professionalism and care.

What Youll Do:

Client Matching & Scheduling

• Assess client needs to assign the most suitable caregivers or nurses based on skills, availability, and compatibility.

• Coordinate and manage daily schedules for caregivers, nurses, and clients using Alora and ABS systems.

• Ensure timely and appropriate caregiver replacements in case of absences or emergencies.

• Adjust schedules as needed to accommodate client requests, staff availability, or urgent coverage.

• Provide on-call support by responding to calls, texts, or emails after business hours to handle schedule changes, urgent staffing requests, or client concerns.

Administrative & Documentation Support

• Assist with client documentation, data entry, and filing of medical or administrative records.

• Run reports, maintain tracking sheets, and organize operational data for management review.

• Support HR and operations with onboarding documentation and credential tracking as needed.

• Maintain confidentiality and accuracy of all client and caregiver information.

Attendance & Compliance Monitoring

• Monitor caregiver and nurse attendance daily, ensuring accurate timekeeping and prompt follow-ups on discrepancies.

• Address clocking in/out issues and scheduling conflicts professionally.

• Provide basic tech support and assistance for staff accessing scheduling systems.

• Ensure all activities adhere to company policies and healthcare regulations.

Communication & Relationship Management

• Serve as a primary point of contact for clients, caregivers, and internal staff.

• Handle new patient intake calls, gather information, and enter details into the ABS system.

• Respond to incoming calls and emails promptly and professionally.

• Develop and maintain positive relationships with clients, caregivers, and nurses.

• Communicate with RN Care Managers to relay client condition updates and coordinate care needs.

• Provide feedback to nursing staff based on client satisfaction and performance.

Continuous Improvement

• Identify and recommend process improvements for scheduling efficiency and service quality.

• Participate in team meetings, training sessions, and performance discussions.

• Support operational initiatives that enhance caregiver retention, client satisfaction, and overall efficiency.

What Were Looking For:

• Proven experience in scheduling, coordination, or administrative support, preferably in healthcare, home care, or medical staffing.

• Strong organizational skills and attention to detail.

• Excellent written and verbal communication skills.

• Compassionate and empathetic approach to clients and caregivers.

• Proficiency in scheduling software (ABS, or similar systems).

• Intermediate Microsoft Excel and data management skills.

• Ability to multitask, prioritize, and handle urgent situations calmly.

• Comfortable managing after-hours or on-call responsibilities.

• Knowledge of healthcare regulations and compliance is a plus.

• Team-oriented, adaptable, and solution-driven attitude.

• Flexible and adaptable when it comes to work schedules or shift coverage.

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