Customer Service Representative – Healthcare – Manila, Philippines

Are you fluent in English and capable of connecting with customers in Cantonese, Mandarin, Vietnamese, or Korean? Are you a compassionate and dynamic customer service professional looking for fulfilling call center job openings in Manila?  If you are someone who wants to build your career with a global company, interested in healthcare, and say to these questions, this role is for you! Fusion CX in Manila needs a bilingual customer service representative proficient in English and any languages from Cantonese, Mandarin, Vietnamese, or Korean for a premier healthcare client.

This customer service job vacancy in Manila allows you to grow with a global customer experience company. In this role, you will make a significant impact in people’s lives by utilizing your expertise to educate members about their benefits and answer their queries with professionalism. If you have experience in customer service, particularly in the healthcare and insurance sectors, this is the perfect opportunity for you to thrive! Sounds interesting; apply today!

Job Description:

The healthcare customer service representatives must support in achieving SCAN’s vision and goals and contribute to the team to accomplish the desired outcome. Here are the key responsibilities of a healthcare customer service representative in Manila:

• Provides high-quality customer service by applying the SCAN Five Service Principles. Educates members, families, providers, and caregivers on benefits and plan options.
• Clearly explains benefits and plan options in person, via email, or over the phone.
• Follows up with members by clarifying their concerns, identifying the root cause, and providing clear explanations of the solution. When necessary, escalate member issues to management or other departments.
• Consistently meets or exceeds departmental standards, including quality, productivity, schedule adherence, and attendance.
• Responds promptly and appropriately to inquiries from members, internal staff, and providers regarding benefits, eligibility, referrals, claims, and other issues, following departmental policies, procedures, and job aids. Takes ownership of each issue, focusing on providing effective solutions and options to resolve the member’s concerns.
• Enhances member satisfaction by efficiently and accurately addressing and resolving issues, complaints, and questions. Coordinates resolutions with providers and other departments as needed.
• Participates in member outreach projects as assigned by management to support SCAN’s overall goal of membership retention.
• Adheres to policies, procedures, and job aids to maintain efficient and compliant operations. Communicates suggestions for improvements and efficiencies to management. Identifies and reports workflow issues through proper channels and actively participates in departmental meetings and training sessions.
• Complies with all applicable Federal and State regulatory requirements and guidelines relevant to SCAN Group operations, as outlined in company policies and procedures. Strictly adheres to HIPAA requirements.
• Documents all transactions by completing the necessary member forms and summarizing actions in the appropriate computer systems, following departmental standards or guidance from authorized personnel.
• Responds to routine member questions and concerns about specific medical group call queues as part of ongoing skill development.

Job Requirements:

An ideal candidate for the Customer Service Representative role for the healthcare client in Manila must have the following attributes:

• Education: High School Graduate or equivalent degree.
• Experience: 1-2 years of call center or related customer service experience is required. Moreover, candidates with 1-2 years of experience in Medicare benefits and Medicare Advantage Plans is preferred. Prior experience in healthcare, insurance, or pharmacy industries is highly desirable.
• Skills:
  • Strong verbal and written communication skills with a professional telephone manner.
  • Proficiency in data entry and general computer skills, including word processing and email.
  • Ability to handle high call volumes while offering excellent customer service.
  • Calm demeanor in high-pressure situations.
  • Business-level fluency in English and any of the following languages: Cantonese, Mandarin, Vietnamese, or Korean.

Note: clients can participate in the interview or screening process before agent onboarding to the client’s program.

Why Join Fusion CX?

With Fusion CX in Manila, you will be able to grow and play a vital role in transforming the experiences of patients and healthcare consumers on a global scale. As a healthcare customer service representative in Manila, you will be able to help people navigate their healthcare options more wisely in their languages with your fluent English, Cantonese, Mandarin, Vietnamese, or Korean skills.

Moreover, we offer diverse customer service job openings in Manila and opportunities for learning, skill upgrades, and career progress in a supportive and inclusive environment. Competitive compensation and benefits combined with these opportunities make Fusion CX Manila the perfect platform to advance your career. If you are searching for a job vacancy in Manila to enhance your career, apply now and be part of a journey transforming consumer and patient experiences in healthcare.