Position: Customer Service Representative

Location: Ortigas City

Work Arrangement: Onsite 100%

Shift: Night Shift

Job Description:

We are seeking a Call Center Representative for a Healthcare Account. The role involves assisting members and patients with their healthcare-related inquiries while ensuring excellent service and compliance with healthcare standards. The ideal candidate will have strong communication skills, empathy, and the ability to handle sensitive information with confidentiality.

Key Responsibilities:

• Handle inbound and outbound calls from members regarding healthcare benefits, claims, billing, and services.
• Assist patients with scheduling, eligibility verification, and resolving account-related concerns.
• Provide accurate information on healthcare plans, coverage, and policies.
• Document all member interactions and update account information in the system.
• Ensure compliance with HIPAA, data privacy, and company policies.
• Escalate complex issues to the appropriate department or supervisor when necessary.
• Deliver excellent customer service and achieve performance metrics (AHT, quality, CSAT).

Qualifications:

• High school diploma or equivalent; college education preferred.
• Prior experience in a healthcare account or BPO/call center is an advantage.
• Strong English communication skills (verbal and written).
• Ability to handle sensitive healthcare information with confidentiality.
• Willing to work on shifting schedules, weekends, and holidays.
• Computer literate and familiar with CRM or call center systems.
• Must have strong empathy, patience, and problem-solving skills.