Customer Service Representative (BPO-Voice)

Role Overview

The CSR/Virtual Assistant will assist our clinics with the recall, retain, and re-engagement of their patients via outbound calls. The individual will leverage their people skills as they speak to patients in a hands-on, fast-paced environment. Success in this role requires strong communication skills and the ability to address escalated issues, functioning as a key member of the clinical team. The individual in this role will be observant, impeccably organized, proactive, and possess an understanding of the business.

Key Responsibilities:

-Effectively manage call flow, resolve issues, and address clinical questions that patients might have.

-Prepare reports, analyze data, improve processes, maximize efficiency, and plan member satisfaction.

-Handle calls and communications with clinics and their patients.

-Maintain 100% follow-through on patient questions, requests, and open items.

-Utilize technology solutions effectively to ensure accurate patient information.

-Communicate with plan members to resolve issues promptly.

-Demonstrate proficiency in CareStack’s reporting and scheduling functions.

-Plan, prioritize, organize work to meet established objectives.

-Address escalated calls, guiding team members to resolve issues.

-Gather and analyze information while complying with regulatory compliance areas, policies, procedures, and company best practices.

-Present and report to the leadership team as needed.


Qualifications

-Verbal fluency in English.
-1+ year of success in a healthcare-related call center environment; alternatively, 3+ years’ experience in a call center with US clients.
-Preferably experienced in working with Dental Offices.
-Demonstrated ability to work independently under limited supervision.
-High performance in both quality and quantity of work responsibilities.
-Proficiency in MS Office Suite; intermediate to expert technical and computer skills.
-Dedication to improving healthcare and successful experience interacting with a diverse population.
-High school diploma or GED; an Associate's or Bachelor’s degree and education in a healthcare-related field desirable.
-Strong sense of empathy is a must.

Work Timings & Details

On-site or Remote position in Manila.
8 working hours/day.
1-hour break time, divisible into 30-min meal and 2 x 15-min breaks.
Total 9-hour shift.
22 working days/month.