Healthcare Customer Service Representative

3 days ago

Cebu City, Central Visayas, Philippines Eli Global Phil. Resource Operation CTR I Full time ₱150,000 - ₱250,000 per year

Job Summary:

In our fast-paced call center, Customer Service Representatives (CSRs) play a vital role in delivering excellent patient support. From scheduling appointments and verifying information to assisting with pre-registration and collecting financial details, you'll help ensure every interaction runs smoothly. You'll also handle accurate data entry into the Electronic Health Record (EHR) system, including important documentation like medical consents, financial agreements, medication details, pharmacy information, and referring provider records.

Key Responsibilities:

1. Patient Communication & Appointment Management

  • Answer incoming calls promptly, professionally, and empathetically.
  • Schedule, confirm, and reschedule appointments using AdvancedMD (or other scheduling software).
  • Provide accurate and detailed information regarding clinic services, procedures, and insurance eligibility/options.
  • Proactively follow up on missed appointments or patient reschedules as needed.

2. Data Entry & Record Maintenance

  • Accurately document patient information and update medical records within the system.
  • Verify and update patient demographics, insurance, and contact details.

3. Issue Resolution & Service Recovery

  • Handle patient complaints or concerns with professionalism and urgency.
  • Investigate issues and provide timely, effective resolutions while maintaining a positive experience.
  • Escalate complex concerns to appropriate departments when necessary.

4. Team Collaboration & Process Alignment

  • Work closely with clinical staff and other team members to ensure smooth coordination of patient care.
  • Stay informed on clinic workflows, process updates, and new service offerings.
  • Participate in team meetings and contribute to improving service standards.

Skills & Competencies:

  • Excellent verbal and written communication skills with a clear and professional phone demeanor.
  • Strong active listening and empathy, with the ability to ask relevant questions to understand patient needs.
  • Proficiency in navigating computer systems and call management platforms.
  • Organized and detail-oriented, with the ability to manage multiple priorities.
  • Able to adapt to change and maintain a positive attitude under pressure.
  • Effective problem-solving and critical thinking skills for resolving patient issues quickly and accurately.
  • Commitment to collaboration and continuous improvement in a fast-paced environment.

Education and Experience:

  • High school diploma or equivalent required.
  • 1–2 years of customer service experience required; healthcare experience strongly preferred.
  • Experience in appointment scheduling and referral management is strongly preferred.
  • Familiarity with medical or eye care terminology is a strong plus.
  • Experience using call center tools and medical scheduling systems (e.g., AdvancedMD).

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