The Customer Service Representative (CSR) is responsible for providing exceptional service to patients, providers, and partners by handling inquiries, resolving issues, and ensuring smooth coordination of medical services. The CSR acts as a liaison between the healthcare providers, patients, and insurance companies, supporting the operational efficiency of the MSO.
Key Responsibilities:
- Handle inbound and outbound calls in a professional and timely manner.
- Address patient and provider inquiries regarding appointments, medical services, referrals, authorizations, and insurance coverage.
- Coordinate with medical offices, billing, and intake teams to resolve patient concerns.
- Document all interactions and updates accurately in the designated system/EMR.
- Verify insurance coverage and benefits when necessary.
- Escalate complex or unresolved issues to appropriate departments or supervisors.
- Maintain patient confidentiality and comply with HIPAA regulations.
- Assist in scheduling appointments, follow-ups, and pre-authorizations as needed.
- Participate in training and ongoing process improvements.
- Meet or exceed performance metrics including call handling time, quality, and customer satisfaction.
Qualifications:
- High school diploma or equivalent; college coursework or degree in healthcare, business, or related field preferred.
- At least 1 year of customer service experience; healthcare or MSO experience highly preferred.
- Knowledge of medical terminology, insurance processes, and HIPAA compliance is an advantage.
- Strong communication skills, both verbal and written.
- Proficiency in using EMR systems and Microsoft Office applications.
- Ability to multitask, stay organized, and remain calm under pressure.
- Detail-oriented with a commitment to accuracy and professionalism.
Working Conditions:
- Office-based or remote work setting, depending on company setup.
- May require flexible hours depending on patient/provider needs and coverage.
Job Type: Full-time
Pay: Php15,000.00 - Php20,000.00 per month
Benefits:
- Paid training
Schedule:
- 8 hour shift
- Night shift
Work Location: In person