Customer Service Associate

2 weeks ago

Taguig, National Capital Region, Philippines Sutherland Full time ₱250,000 - ₱500,000 per year

At Sutherland we are committed in creating a dynamic work environment that is professionally challenging and personally rewarding. Our team is composed of goal-oriented and strategic-thinking individuals, and we are looking to add consultants (care coordinator services) who will support injured workers by managing tasks related to intake, scheduling, transportation and translation services and provider invoices collections under the worker compensation insurance product.

If you believe you have what it takes and you are ready to take the next step in your career, come work with us

Key Responsibilities

  • Patient Care: Coordinating case from multiple providers and helping injured patients who may not be able to manage their care on their own
  • Manage administrative responsibilities: Helping patients with tasks like scheduling diagnostics (care coordinator activities)
  • Diagnostics - Voice & Back office and work includes reviewing prescription orders, request for authorization from providers and pre-screening of patients that will undergo diagnostics exam. The role requires strong clinical knowledge, attention to detail, and effective communication skills to collaborate with various stakeholders.
  • Experience in blended voice and back-office processes: case management in workers compensation (diagnostics), disability claims, property and casualty insurance and healthcare are most preferred. Other related fields we can consider are retirement (401k, 403b), investments, life insurance claims, premium admin administration, billing, money in and out policy maintenance, etc.
  • Strengthen relationships:Managing schedules and communicating with injured workers in a timely manner
  • Responsible in ensuring that patients expectations are met and are in line with the program's policies, practices and procedures
  • Responsible in meeting predetermined targets, represent the client in a professional manner and should have strong customer service skills
  • Responsible in updating patient information and transaction information as needed into the database
  • Meets and/or exceeds client requirements for deliverable output

Required Skills

  • Minimum qualification - High School Graduate
  • Minimum 18 months BPO experience managing customer facing projects (prior exp in care management will be an added advantage)
  • Blended operations which involves back-office work, making outbound and receiving inbound calls
  • Working hours - 80% of the team working 8am EST to midnight x 5 days a week. 20 % team working in Philippines day hours (No calling)
  • Willing to work onsite
  • Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner.
  • Exceptional ability to manage schedules and coordinate with multiple stakeholders
  • Strong verbal and written communication skills to interact effectively with clinicians and hospital staff
  • Experience in handling patient information and appointment scheduling

The good stuff coming your way

At Sutherland, you're a big deal. That's why from day one, you'll enjoy perks and benefits designed to help you grow, achieve more, and build the career you deserve.


• Paid training


• Paid time off


• Vision, dental, and health benefits


• HMO + Dependent


• Flexible scheduling based on program needs


• Performance incentives on selected programs


• World-class virtual support


• Career development & advancement opportunities

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