Customer Support Specialist
Job Summary
The Customer Support Specialist will manage healthcare revenue cycle management inquiries, resolve billing and claims issues, and ensure high customer satisfaction. The role requires strong experience in BPO healthcare accounts, medical collections, and claims processing. The position is onsite in Ortigas, Pasig City, operating on a nightshift schedule.
Responsibilities
- Respond to customer inquiries via phone and email
- Resolve billing, claims, and system-related issues
- Document customer interactions in CRM system
- Escalate complex issues to appropriate internal teams
Required Skills
- 2+ years BPO/Customer Service in Healthcare
- Experience in collections and claims processing
- Knowledge of third-party payors
- Proficiency in HubSpot or CRM tools
Job Details
Role Title: Customer Support Specialist (Revenue Cycle Management)
Target Start Date: ASAP (November 17 or November 24)
Salary Range: Php 33,000 package
Work Schedule: Nightshift (9:00 AM EST - 6:00 PM EST)
Work Set up: Onsite in Ortigas, Pasig City (Possibility to transition for a hybrid set-up after few months based on performance)
Core Responsibilities:
- Respond timely and professionally to customer inquiries via phone and email
- Troubleshoot and resolve billing, claims, and system-related issues while ensuring a high level of customer satisfaction
- Follow up with customers to confirm complete resolution of open issues
- Clearly explain products, services, policies, and procedures to customers
- Accurately document all customer interactions and feedback in the CRM system (HubSpot)
- Escalate complex issues to the appropriate internal teams
- Collaborate with cross-functional teams to improve processes and enhance the overall customer experience
- Monitor recurring customer concerns and provide actionable insights for service or process improvements
- Maintain up-to-date knowledge of products, services, and industry best practices
Non-negotiable requirements:
- At least 2 years of experience in BPO/Customer Service, specifically handling a Healthcare or Medical account.
- Strong background and experience in handling collections, claims processing or end-to-end revenue cycle management. Not just with providing eligibility, benefits, and claims status.
- Experience working with different third-party payors such as Medicaid, Veterans Affair, Medicare and etc.
- Skilled in handling inquiries via inbound, outbound calls, emails and chats.
- Proficient in HubSpot or if not, any similar CRM/ticketing tools.
Recruitment Process:
1. Recruitment Screening (Virtual)
2. OPS Interview (Virtual - Mostly scheduled from 5PM onwards)
3. 1st Round of Client Interview (Virtual - Mostly scheduled from 9PM onwards)
4. 2nd Round of Client Interview (Virtual - Mostly scheduled from 9PM onwards)