job description
Join Shearwater Health, a global leader in healthcare solutions, and become part of a dynamic team of over 5,000 professionals who have built rewarding careers in the industry. As a Healthcare Customer Support Associate in our Bali office, youâll play a pivotal role in delivering exceptional service to patients, providers, and partners worldwide.
This is your opportunity to combine your passion for healthcare with a fulfilling career in a fast-paced, supportive BPO environment. Enjoy a collaborative culture, competitive compensation, and the chance to grow with a company that values your contributions.
Bali offers a unique work-life balance with its vibrant expat community, tropical lifestyle, and modern infrastructureâperfect for professionals seeking both career growth and an inspiring living experience.
Responsibility
- Provide empathetic and professional customer support via phone, email, and chat to healthcare clients and patients.
- Assist with inquiries related to medical billing, insurance claims, appointment scheduling, and general healthcare services.
- Document and update patient records and interactions accurately in CRM systems.
- Collaborate with cross-functional teams to resolve complex customer issues and escalate when necessary.
- Maintain up-to-date knowledge of healthcare policies, procedures, and compliance standards (e.g., HIPAA).
- Meet and exceed performance metrics, including response time, resolution rate, and customer satisfaction scores.
- Participate in training sessions to enhance product knowledge and service delivery.
- Identify opportunities to improve processes and customer experience.
Qualifications
- Bachelorâs degree in any field (Healthcare, Business, Communications, or related disciplines preferred).
- Excellent English communication skills (written and verbal) with a neutral accent.
- Minimum 1 year of experience in customer service, call center, or BPO (healthcare industry is a plus).
- Strong problem-solving skills and ability to handle sensitive information with confidentiality.
- Proficiency in Microsoft Office and CRM software (e.g., Salesforce, Zendesk).
- Ability to work flexible shifts, including evenings or weekends, as per business needs.
- Demonstrated ability to work in a team and adapt to a fast-paced environment.
- Familiarity with healthcare terminology or willingness to undergo training.