Customer Service Representative – Cantonese, Mandarin, Vietnamese, or Korean – Manila

Are you fluent in English and able to connect with customers in Cantonese, Mandarin, Vietnamese, or Korean? Are you a compassionate and dynamic customer service professional seeking fulfilling call center job opportunities in Manila?  If you are someone who wants to build your career with a global company, are interested in healthcare, and answer these questions, this role is for you! Fusion CX in Manila is seeking a bilingual customer service representative proficient in English and one or more languages, such as Cantonese, Mandarin, Vietnamese, or Korean, for a premier healthcare client.

This customer service job vacancy in Manila offers the opportunity to grow with a global customer experience company. In this role, you will make a significant impact on people’s lives by utilizing your expertise to educate members about their benefits and answer their queries with professionalism and care. 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

Healthcare customer service representatives must support the client in achieving their vision and goals, and contribute to the team in accomplishing the desired outcome. Here are the key responsibilities of a healthcare customer service representative in Manila:

• Provides high-quality customer service by applying the client’s 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 practical 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, adhering to departmental standards and 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 experience in a call center or related customer service role is required. Moreover, candidates with 1-2 years of experience in Medicare benefits and Medicare Advantage Plans are 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 an agent is onboarded to the client’s program.

Why Join Fusion CX?

With Fusion CX in Manila, you will have the opportunity to grow and play a vital role in transforming patient and healthcare consumer experiences on a global scale. As a healthcare customer service representative in Manila, you will be able to help people navigate their healthcare options more effectively in their own languages with your fluency in English, Cantonese, Mandarin, Vietnamese, or Korean.

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