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

Work arrangement
No