Primary Responsibilities:
- Incoming Call Management
- Answer and manage incoming patient calls professionally and efficiently
- Handle a high-volume call environment, with an expected volume of approximately 40–45 calls per day
- Provide timely assistance while maintaining a courteous, calm, empathetic, and professional manner
- Listen carefully to patients and identify the nature and urgency of each request
- Resolve non-clinical patient-service inquiries within the employee's authorized scope
- Route calls to the appropriate department, team member, or clinical staff member when necessary
- Follow established escalation procedures for calls that require additional assistance
- Minimize missed, abandoned, or unnecessarily transferred calls while maintaining service quality
- Collaborate effectively with clinical and administrative teams to ensure seamless patient care and follow-up
- Scheduling and Patient Coordination
- Schedule, reschedule, and cancel patient appointments according to established procedures
- Assist patients with appointment-related questions and requests
- Coordinate patient requests with the appropriate internal team when the request cannot be resolved directly
- Ensure scheduling information is entered accurately and completely
- Communicate appointment information clearly to patients
- Referral, Insurance, and Authorization-Related Support
- Assist with non-clinical questions related to referrals, insurance, and authorization processes within the employee's defined scope
- Obtain or document relevant information as required
- Route issues requiring specialized review to the appropriate staff member
- Avoid providing information or making determinations outside the employee's authorized responsibilities
- Prescription and Medication-Related Calls
- Receive and document patient calls related to prescription or medication requests
- Follow established procedures for routing medication-related requests to the appropriate clinical or authorized staff
- Do not independently provide medical advice, make medication decisions, alter prescriptions, or provide clinical recommendations
- Patient Messages and General Inquiries
- Accurately receive and document patient messages and requests
- Respond to general, non-clinical inquiries within the employee's scope
- Ensure messages requiring follow-up are routed to the appropriate person or department
- Provide clear expectations to patients regarding next steps when appropriate
Requirements
Non-Negotiable:
- Prior healthcare-related work experience
- Familiarity with U.S. healthcare insurances
- Experience scheduling patients
- Prior call center, high-volume, and excellent patient service experience
- Strong verbal and written communication skills, given the call-based nature of this role
Required:
- Familiarity with electronic medical records (EMR/EHR) and patient management software
- Proficient in MS Office and standard office/administrative software
- Basic knowledge of medical terminology and patient care workflows
- Excellent typing and data entry skills
- Ability to communicate professionally and empathetically with patients
- Ability to work effectively in a high-volume call environment
- Strong attention to detail and accuracy
- Ability to multitask while maintaining quality and professionalism
- Ability to follow established procedures and escalation protocols
- Dependability and punctuality, particularly for the assigned overnight shift
- Ability to maintain confidentiality and handle protected patient information appropriately
Preferred / Advantage:
- 1–4 years of experience in a call center or healthcare administrative role
- Previous experience in a pain management setting (an advantage, not a requirement)
- Additional healthcare patient-service experience
- Experience with insurance verification
- Experience working with patients who may be experiencing frustration, discomfort, or heightened emotions
Benefits
- Free lunch meal, fruits, snacks, and drinks
- Onsite gym with a free professional instructor
- Weekly fitness activity and an annual fitness challenge where you can win up to 70,000 PHP
- Weekly engagement activities with prizes that are up to 3,000 PHP
- Free upskilling academy to improve your performance and skillset
- State-of-the-art facilities from toilets to your workstation
- Amenities such as sleeping quarters, game area, chat room, shower room