Temporary Patient Services Coordinator

<h2>Primary Responsibilities:</h2><ul>
<li>Incoming Call Management</li>
<ul>
<li>Answer and manage incoming patient calls professionally and efficiently</li>
<li>Handle a high-volume call environment, with an expected volume of approximately 40–45 calls per day</li>
<li>Provide timely assistance while maintaining a courteous, calm, empathetic, and professional manner</li>
<li>Listen carefully to patients and identify the nature and urgency of each request</li>
<li>Resolve non-clinical patient-service inquiries within the employee's authorized scope</li>
<li>Route calls to the appropriate department, team member, or clinical staff member when necessary</li>
<li>Follow established escalation procedures for calls that require additional assistance</li>
<li>Minimize missed, abandoned, or unnecessarily transferred calls while maintaining service quality</li>
<li>Collaborate effectively with clinical and administrative teams to ensure seamless patient care and follow-up</li>
</ul>
<li>Scheduling and Patient Coordination</li>
<ul>
<li>Schedule, reschedule, and cancel patient appointments according to established procedures</li>
<li>Assist patients with appointment-related questions and requests</li>
<li>Coordinate patient requests with the appropriate internal team when the request cannot be resolved directly</li>
<li>Ensure scheduling information is entered accurately and completely</li>
<li>Communicate appointment information clearly to patients</li>
</ul>
<li>Referral, Insurance, and Authorization-Related Support</li>
<ul>
<li>Assist with non-clinical questions related to referrals, insurance, and authorization processes within the employee's defined scope</li>
<li>Obtain or document relevant information as required</li>
<li>Route issues requiring specialized review to the appropriate staff member</li>
<li>Avoid providing information or making determinations outside the employee's authorized responsibilities</li>
</ul>
<li>Prescription and Medication-Related Calls</li>
<ul>
<li>Receive and document patient calls related to prescription or medication requests</li>
<li>Follow established procedures for routing medication-related requests to the appropriate clinical or authorized staff</li>
<li>Do not independently provide medical advice, make medication decisions, alter prescriptions, or provide clinical recommendations</li>
</ul>
<li>Patient Messages and General Inquiries</li>
<ul>
<li>Accurately receive and document patient messages and requests</li>
<li>Respond to general, non-clinical inquiries within the employee's scope</li>
<li>Ensure messages requiring follow-up are routed to the appropriate person or department</li>
<li>Provide clear expectations to patients regarding next steps when appropriate</li>
</ul>
</ul><h2>Requirements</h2><h2>Non-Negotiable:</h2><ul>
<li>Prior healthcare-related work experience</li>
<li>Familiarity with U.S. healthcare insurances</li>
<li>Experience scheduling patients</li>
<li>Prior call center, high-volume, and excellent patient service experience</li>
<li>Strong verbal and written communication skills, given the call-based nature of this role</li>
</ul><h2>Required:</h2><ul>
<li>Familiarity with electronic medical records (EMR/EHR) and patient management software</li>
<li>Proficient in MS Office and standard office/administrative software</li>
<li>Basic knowledge of medical terminology and patient care workflows</li>
<li>Excellent typing and data entry skills</li>
<li>Ability to communicate professionally and empathetically with patients</li>
<li>Ability to work effectively in a high-volume call environment</li>
<li>Strong attention to detail and accuracy</li>
<li>Ability to multitask while maintaining quality and professionalism</li>
<li>Ability to follow established procedures and escalation protocols</li>
<li>Dependability and punctuality, particularly for the assigned overnight shift</li>
<li>Ability to maintain confidentiality and handle protected patient information appropriately</li>
</ul><h2>Preferred / Advantage:</h2><ul>
<li>1–4 years of experience in a call center or healthcare administrative role</li>
<li>Previous experience in a pain management setting (an advantage, not a requirement)</li>
<li>Additional healthcare patient-service experience</li>
<li>Experience with insurance verification</li>
<li>Experience working with patients who may be experiencing frustration, discomfort, or heightened emotions</li>
</ul><h2>Benefits</h2><ul>
<li>Free lunch meal, fruits, snacks, and drinks</li>
<li>Onsite gym with a free professional instructor</li>
<li>Weekly fitness activity and an annual fitness challenge where you can win up to 70,000 PHP</li>
<li>Weekly engagement activities with prizes that are up to 3,000 PHP</li>
<li>Free upskilling academy to improve your performance and skillset</li>
<li>State-of-the-art facilities from toilets to your workstation</li>
<li>Amenities such as sleeping quarters, game area, chat room, shower room</li>
</ul>