CSR Neurology Services

About the role The Customer Service Representative (CSR) is the first point of contact for patients and plays a critical role in delivering an exceptional patient experience. This position is responsible for managing inbound calls, scheduling appointments, verifying patient information, creating and processing orders in the electronic medical record (EMR) system, and conducting outbound patient outreach. The ideal candidate is customer-focused, detail-oriented, and able to manage multiple tasks in a fast-paced healthcare environment while maintaining the highest standards of professionalism and patient confidentiality. Key responsibilities - Log in to the phone queue system (Elevate) at the start of each shift and remain available to receive incoming calls - Answer calls promptly and professionally and address patient inquiries, provide accurate information, and ensure a positive patient experience - Escalate patient concerns or issues to the appropriate department when necessary - Schedule appointments accurately based on patient needs and provider availability, including New Patient Consultations, Follow-Up Appointments, Neuro-Ophthalmology Appointments, and Neuropsychology Appointments - Verify and update demographic information for established patients and collect and enter complete demographic information for new patients - Maintain accurate and up-to-date patient records in the EMR system and ensure all patient information is documented in compliance with HIPAA and company policies - Access the patient chart and create Order Notes with appropriate assessment and supporting documentation for both follow-up and new patients - Access the Orders Tracking system and conduct outbound calls to patients requiring appointments or follow-up when call volume is low - Monitor appointment cancellations through Phreesia and contact patients to reschedule canceled appointments promptly - Accurately document all patient communications and scheduling activities About you - Bachelor's degree required, preferably in Healthcare Administration, Business Administration, Communications, Psychology, or a related field - Minimum of 1 year of customer service, call center, patient scheduling, or healthcare support experience preferred - Okay to work onsite in Eastwood, Quezon City - Familiarity with EMR/EHR systems, such as Greenway, preferred - Strong verbal and written communication skills - Proficiency in Microsoft Office Suite and other business applications - Ability to work effectively in a fast-paced, patient-focused environment