Customer Service Representative – Healthcare | On-site

Customer Service Representative – Healthcare Account | On-site

Job Description

We are looking for a dedicated and customer-focused Customer Service Representative (CSR) to join our healthcare account. As a CSR, you will serve as a primary point of contact for patients by handling inquiries, appointment scheduling, registration, insurance verification, and other administrative concerns. You will also be responsible for maintaining accurate patient information and coordinating with clinic and support teams to ensure a smooth patient experience. The ideal candidate is detail-oriented, organized, adaptable, and comfortable working with multiple systems in a fast-paced healthcare BPO environment. This is an onsite position.

Key responsibilities

Patient Communication & Appointment Scheduling

Handle inbound patient calls professionally, efficiently, and with empathy. Schedule, reschedule, and cancel patient appointments using designated scheduling systems. Provide accurate information regarding appointments, healthcare services, procedures, and insurance-related concerns. Conduct outbound calls for appointment reminders, follow-ups, rescheduling, and other patient requirements. Address patient inquiries while maintaining a professional and service-oriented approach. Patient Records & Data Management

Accurately enter and update patient information in the Electronic Health Record (EHR) system. Verify patient demographic, contact, and insurance information. Upload and organize required patient documents, including consent forms, financial agreements, and referral information. Ensure patient records are complete, accurate, and properly maintained. Patient Support & Issue Resolution

Listen to and address patient concerns in a timely and professional manner. Provide appropriate assistance while following established company and client policies. Escalate complex or unresolved concerns to the appropriate team or department. Maintain a positive and professional patient experience throughout every interaction. Team Collaboration & Process Support

Coordinate with clinical, administrative, and support teams to facilitate smooth patient scheduling and workflow. Stay updated on changes to clinic policies, procedures, services, and processes. Participate in team meetings, coaching sessions, and training activities. Support team goals related to service quality, productivity, accuracy, and operational efficiency.

About you

High school diploma or equivalent. At least 1–2 years of customer service experience; BPO, healthcare, or medical office experience is an advantage. Experience in appointment scheduling, patient coordination, or referral management is preferred. Familiarity with medical terminology, particularly in eye care or ophthalmology, is an advantage. Experience using EHR, healthcare scheduling, or similar systems is preferred. Strong verbal and written communication skills. Strong listening, comprehension, and interpersonal skills. Good attention to detail and organizational skills. Ability to multitask and navigate multiple systems simultaneously. Strong problem-solving and decision-making skills. Adaptable to changes in processes, systems, and client requirements. Ability to work independently and effectively as part of a team. Willingness to work onsite in Cebu City.