About the job
Join a vibrant community dedicated to fostering a healthy work-life balance while offering competitive salaries and exceptional career opportunities!
Backroom Offshoring Inc. is a rapidly growing KPO company located in a state-of-the-art facility at One West Aeropark in Clark Pampanga, ensuring a conducive work environment for all our employees.
Role Overview:
As a Customer Support Representative, you will play a crucial role in managing a variety of customer interactions focused on patient scheduling. Your responsibilities will include answering calls, documenting patient interactions, and collaborating with healthcare providers to enhance patient care quality.
Key Responsibilities:
- Promptly and courteously respond to incoming calls, upholding a professional demeanor.
- Accurately collect and input patient demographic information into electronic medical records.
- Address inquiries and provide information with a focus on patient-centric service.
- Advocate for process improvements in call flow and communication protocols.
- Contribute to initiatives aimed at enhancing service standards.
- Meet and exceed call volume targets.
- Strictly adhere to HIPAA regulations and company policies.
- Route calls to appropriate departments when necessary.
- Exercise sound judgment when dealing with challenging patient interactions.
- Identify when to escalate calls to physicians or other healthcare staff.
- Assist with appointment reminders and rescheduling as needed.
- Support additional projects as call volumes permit.
- Perform other duties as assigned by supervisors.
- Minimum of 2 years of experience in a medical or healthcare environment.
- Outstanding verbal and written communication skills, coupled with a proactive approach to teamwork and continuous improvement.
- Proficient in Microsoft Office Suite (Excel, Word, Outlook) and general internet usage.
- Ability to efficiently multitask under pressure.
- Experience in handling sensitive and confidential information with discretion.
- Previous experience managing customer-focused accounts is preferred.
- Proven track record in a service-oriented team environment.
- Willingness to work night shifts.