Job Title: Healthcare Call Center Associate
Work Set-up: Onsite
Location: BGC, Taguig and Quezon City
Position Type: Full-Time
Reports To: Call Center Supervisor / Healthcare Operations Manager
Job Summary:
We are seeking a dedicated and motivated Healthcare Call Center Associate to join our dynamic team. The ideal candidate will have at least one (1) year of experience working in a healthcare call center or healthcare-related account. As a Healthcare Call Center Associate, you will be responsible for assisting patients, healthcare providers, and other stakeholders by providing accurate information, resolving inquiries, and offering support related to healthcare services, benefits, and claims.
Key Responsibilities:
- Patient/Customer Support: Provide exceptional service by answering inquiries, addressing concerns, and delivering clear and accurate information regarding healthcare services, insurance benefits, medical procedures, appointments, claims, and related topics.
- Healthcare Account Management: Assist patients in understanding their healthcare coverage, medical benefits, and claims processes; guide them through insurance plans, billing procedures, and healthcare-related concerns.
- Appointment Scheduling and Coordination: Assist patients in scheduling appointments with healthcare providers, confirming bookings, and ensuring proper communication of appointment details.
- Claims and Billing Assistance: Support patients with questions regarding medical bills, insurance claims, and payment processes. Provide explanations of charges, co-pays, and out-of-pocket expenses.
- Problem Resolution: Handle complex issues and resolve conflicts or complaints, escalating when necessary. Maintain a positive and compassionate demeanor while assisting callers.
- Compliance and Documentation: Maintain accurate records of patient interactions, ensuring compliance with confidentiality agreements and HIPAA regulations. Document inquiries, resolutions, and follow-up actions.
- Collaboration: Work closely with internal teams such as customer service, claims processing, and healthcare providers to ensure high-quality service delivery.
Qualifications:
Education:
- Graduate or undergraduate degree in Medical and Allied Health Sciences such as:
- Nursing
- Medical Technology
- Physical Therapy
- Occupational Therapy
- Pharmacy
- Medical Biology
- Speech-Language Pathology
- Nutrition
- Dentistry
- Caregiving
- Equivalent work experience in healthcare may be considered for candidates without a degree.
Experience:
- At least 1 year of experience in a healthcare-related call center, customer service, or healthcare support role.
- Experience in handling patient inquiries, insurance benefits, and medical claims is highly preferred.
Skills:
- Excellent communication skills, both written and verbal, with the ability to explain complex medical and insurance-related topics in an easy-to-understand manner.
- Strong active listening and problem-solving skills.
- Ability to multitask in a fast-paced environment while maintaining a high level of accuracy and attention to detail.
- Familiarity with healthcare terminology, medical billing, insurance claims, and healthcare-related software (e.g., CRM tools, EMR systems) is a plus.
- Strong computer literacy and proficiency in Microsoft Office Suite or equivalent.
Personal Attributes:
- Compassionate and empathetic, with a strong desire to help others.
- Ability to work independently and as part of a team.
- Flexible and adaptable to changing work demands.
