Customer Service Representative [Philippines]

 

Job Summary:

• Fast paced call center environment. Providing great customer service for the following patient services:
• appointment scheduling, obtain and verify demographic and financial information through pre-

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• registration process
• complete patient registration in EHR by obtaining consent for medical care financial agreement, medication list, pharmacy data, PCP and referring provider.
• Intake of past medical, family and social history.
• Provide clear expectations of exam visits and timeframes.
• Process patient paperwork,
• coordinate care with other services, triage patient telephone calls to clinical staff, and provide
• information about services.

Duties/Responsibilities:

• Perform pre-patient registration process including verifying, collecting and/or updating demographic and financial information, evaluate patient financial status to determine eligibility for care
• Verify benefits and eligibility as required, ensure pre‐certifications and prior authorizations are received,
• Enter necessary information into the current computer system and provide any requested information to patients.
• Pre-load EMR in advance of clinical appointment with a current list of medications, medication dosing, preferred pharmacy, primary care provider, referring doctor, past eye history, and past medical history.
• Reviewing the exam process, setting clear expectations for the exam experience, and timeframe, and answering questions.
• Verify patient registration and insurance information in the EHR program.
• Provide excellent customer service in all interactions with patients
• assist in the completion of various documents and patient paperwork
• handle and resolve problems that occur, effectively manage dynamic or escalated patient encounters, and make follow-up appointments and other tasks needed.
• Deliver a high level of customer service to our patients collaborating in a team with individuals managing an average of 100 calls per day
• team managing 600-800 inbound calls per day with an additional 100-200 outbound calls a day for the organization.
• Manage new patient schedules to facilitate pre-appointment calls in advance of a scheduled appointment.
• Data entry into EMR, along with an understanding of the EMR system.
• Run reports and prepare schedules.
• Schedule all provider appointments (non-ASC).
• Memorize and adhere to various provider scheduling nuances, and requirements.
• Ensure pre-certifications/ prior authorizations are received and interpreters are obtained when necessary.
• Answer telephones promptly, handle and/or direct calls to appropriate areas. This includes triage, scheduling appointments, pharmacy calls, and answering questions regarding services provided.
• Handle no-show or canceled appointments according to established process.
• Conduct daily confirmation calls and communicate any expected delays to patients.
• Prepare and ensure the completeness and accuracy of the patient’s chart and maintain the organization of the medical record and filing system.
• Manage incoming faxes
• distributing to appropriate departments, filing necessary documents in patients’ charts, and contacting referred patients for scheduling.
• Manage incoming online referrals.
• Assist with miscellaneous projects for other departments
• Prepare schedules, add on reports
• Contact co-managing physicians to obtain missing post-operative e reports
• Follow up with patients who are overdue for a return
• Contact patients for physician initiated reschedules
• Additional duties as assigned.

Required Skills/Abilities:

• Basic math skills (add, subtract, etc.), understanding and using fractions and decimals. Compute rate, ratio, and percent.
• Proficiency with Microsoft Office products, Windows environment, and strong keyboarding skills.
• Willing to help in all areas, have flexibility, and effectively work in a team environment.
• Excellent verbal and written communication and interpersonal skills for exemplary customer service.
• Strong organization skills, attention to detail, and problem-solving are required to perform this role.
• Demonstrated problem-solving, time management skills, and adaptability to a changing environment.
• Demonstrated ability to handle multiple tasks simultaneously.
• Willing to work on-site

Education and Experience:

• Minimum High School diploma or equivalent and a minimum of 6 months of postsecondary education and/or training.
• 1-2 years experience working in a call center environment
• Prefer experience in customer service initiative, healthcare setting preferred.

Job Type: Full-time

Pay: Php22,000.00 - Php25,000.00 per month

Benefits:

• Health insurance

Schedule:

• Evening shift
• Monday to Friday
• Night shift

Supplemental pay types:

• 13th month salary

Ability to commute/relocate:

• Cebu City, Cebu: Reliably commute or planning to relocate before starting work (Required)

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