Customer Support Representative (Virtual Assistant- On site)

JD – Virtual Assistant
Role Overview
The Virtual Assistant will assist our clinics with the recall, retain, and re-engagement of their patients via outbound calls. The individual will leverage their people skills as they speak to patients in a hands-on, fast-paced environment. Success in this role requires strong communication skills and the ability to address escalated issues, functioning as a key member of the clinical team. The individual in this role will be observant, impeccably organized, proactive, and possess an understanding of the business.
Key Responsibilities:
Effectively manage call flow, resolve issues, and address clinical questions that patients might have.
Prepare reports, analyze data, improve processes, maximize efficiency, and plan member satisfaction.
Handle calls and communications with clinics and their patients.
Maintain 100% follow-through on patient questions, requests, and open items.
Utilize technology solutions effectively to ensure accurate patient information.
Communicate with plan members to resolve issues promptly.
Demonstrate proficiency in CareStack’s reporting and scheduling functions.
Plan, prioritize, organize work to meet established objectives.
Address escalated calls, guiding team members to resolve issues.
Gather and analyze information while complying with regulatory compliance areas, policies, procedures, and company best practices.
Present and report to the leadership team as needed.
Qualifications
Verbal fluency in English.
1+ year of success in a healthcare-related call center environment; alternatively, 3+ years’ experience in a call center with US clients.
Preferably experienced in working with Dental Offices.
Demonstrated ability to work independently under limited supervision.
High performance in both quality and quantity of work responsibilities.
Proficiency in MS Office Suite; intermediate to expert technical and computer skills.
Dedication to improving healthcare and successful experience interacting with a diverse population.
High school diploma or GED; an Associate's or Bachelor’s degree and education in a healthcare-related field desirable.
Strong sense of empathy is a must.
Work Timings & Details
On-site position in Manila or Cebu.
8 working hours/day.
1-hour break time, divisible into 30-min meal and 2 x 15-min breaks.
Total 9-hour shift.
22 working days/month.