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iSupport Worldwide

Patient Service Coordinator (Project Base)

LocationPasig, Metro Manila, Philippines
Work modeon-site
Typecontract
DepartmentClient Services
Company size11+ people
First seen3d ago
Last seen3d ago
Primary Responsibilities:
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Incoming Call Management
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Answer and manage incoming patient calls professionally and efficiently
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Handle a high-volume call environment, with an expected volume of approximately 40–45 calls per day
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Provide timely assistance while maintaining a courteous, calm, empathetic, and professional manner
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Listen carefully to patients and identify the nature and urgency of each request
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Resolve non-clinical patient-service inquiries within the employee’s authorized scope
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Route calls to the appropriate department, team member, or clinical staff member when necessary
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Follow established escalation procedures for calls that require additional assistance
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Minimize missed, abandoned, or unnecessarily transferred calls while maintaining service quality
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Collaborate effectively with clinical and administrative teams to ensure seamless patient care and follow-up
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Scheduling and Patient Coordination
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Schedule, reschedule, and cancel patient appointments according to established procedures
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Assist patients with appointment-related questions and requests
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Coordinate patient requests with the appropriate internal team when the request cannot be resolved directly
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Ensure scheduling information is entered accurately and completely
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Communicate appointment information clearly to patients
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Referral, Insurance, and Authorization-Related Support
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Assist with non-clinical questions related to referrals, insurance, and authorization processes within the employee’s defined scope
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Obtain or document relevant information as required
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Route issues requiring specialized review to the appropriate staff member
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Avoid providing information or making determinations outside the employee’s authorized responsibilities
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Prescription and Medication-Related Calls
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Receive and document patient calls related to prescription or medication requests
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Follow established procedures for routing medication-related requests to the appropriate clinical or authorized staff
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Do not independently provide medical advice, make medication decisions, alter prescriptions, or provide clinical recommendations
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Patient Messages and General Inquiries
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Accurately receive and document patient messages and requests
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Respond to general, non-clinical inquiries within the employee’s scope
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Ensure messages requiring follow-up are routed to the appropriate person or department
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Provide clear expectations to patients regarding next steps when appropriate
Requirements
Non-Negotiable:
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Prior healthcare-related work experience
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Familiarity with U.S. healthcare insurances
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Experience scheduling patients
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Prior call center, high-volume, and excellent patient service experience
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Strong verbal and written communication skills, given the call-based nature of this role
Required:
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Familiarity with electronic medical records (EMR/EHR) and patient management software
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Proficient in MS Office and standard office/administrative software
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Basic knowledge of medical terminology and patient care workflows
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Excellent typing and data entry skills
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Ability to communicate professionally and empathetically with patients
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Ability to work effectively in a high-volume call environment
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Strong attention to detail and accuracy
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Ability to multitask while maintaining quality and professionalism
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Ability to follow established procedures and escalation protocols
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Dependability and punctuality, particularly for the assigned overnight shift
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Ability to maintain confidentiality and handle protected patient information appropriately
Preferred / Advantage:
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1–4 years of experience in a call center or healthcare administrative role
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Previous experience in a pain management setting (an advantage, not a requirement)
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Additional healthcare patient-service experience
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Experience with insurance verification
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Experience working with patients who may be experiencing frustration, discomfort, or heightened emotions
Benefits
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Free lunch meal, fruits, snacks, and drinks
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Onsite gym with a free professional instructor
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Weekly fitness activity and an annual fitness challenge where you can win up to 70,000 PHP
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Weekly engagement activities with prizes that are up to 3,000 PHP
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Free upskilling academy to improve your performance and skillset
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State-of-the-art facilities from toilets to your workstation
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Amenities such as sleeping quarters, game area, chat room, shower room
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