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 Interivew (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)