Customer Care Executive

2 weeks ago

Lucena City, Calabarzon, Philippines Stemz Healthcare Full time ₱104,000 - ₱130,878 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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