Patient Service Coordinator (Project Base)

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