job description
Are you a dedicated and experienced Customer Service Professional with a passion for healthcare? Quess is looking for a highly motivated Healthcare Customer Service Representative to join our dynamic team in Bonifacio Global City. This is a crucial role for individuals who thrive in a fast-paced environment and are committed to delivering exceptional support to our healthcare clients and their patients.
As a Healthcare Customer Service Representative, you will be the first point of contact for inquiries related to healthcare services, assisting patients, providers, and other stakeholders with their needs. We require a professional who can work 100% ONSITE at our state-of-the-art facility in BGC and is available for NIGHT SHIFT operations to support our global partners. If you possess a strong customer-centric approach, excellent communication skills, and at least 2 years of hands-on experience in a healthcare account, we invite you to be a part of our mission to make a difference in people's lives.
Join Quess and leverage your expertise to provide vital support in the healthcare sector, ensuring accurate information, empathetic assistance, and timely resolutions. This is an exciting opportunity to grow your career with a leading global employer known for its commitment to employee development and a vibrant work culture. We offer a competitive salary package and a supportive environment where your contributions are valued.
Responsibility
- Handle inbound calls and inquiries from patients, healthcare providers, and other stakeholders with professionalism and empathy.
- Provide accurate information regarding healthcare plans, services, appointments, and general medical inquiries.
- Document all interactions and resolutions accurately and thoroughly in the customer relationship management (CRM) system.
- Resolve customer complaints and issues efficiently, escalating complex cases to appropriate departments when necessary.
- Maintain strict patient confidentiality and adhere to all healthcare regulations (e.g., HIPAA compliance if applicable).
- Collaborate with internal teams to ensure seamless service delivery and improve customer satisfaction.
- Consistently meet or exceed individual and team performance metrics, including quality assurance, call handling time, and customer satisfaction scores.
- Stay updated on all new healthcare policies, procedures, and product knowledge.
Qualifications
- Minimum of 2 years of verifiable customer service experience specifically handling healthcare accounts.
- Exceptional verbal and written communication skills in English, with a clear and professional telephone etiquette.
- Strong active listening, problem-solving, and de-escalation skills.
- Demonstrated empathy, patience, and the ability to maintain composure under pressure.
- Proficiency in using CRM software, call center tools, and general computer applications.
- Willingness and ability to work 100% onsite in Bonifacio Global City, Metro Manila.
- Availability to work night shifts, as per operational requirements.
- High school diploma or equivalent; a college degree or relevant certifications are a plus.
- A keen eye for detail and commitment to accurate data entry and record-keeping.