Healthcare Client Service Representative

About the role

The Healthcare Client Services Representative serves as a primary point of contact for patients, partner agencies, and clients regarding Pre-Employment Medical Examination (PEME) services. The role handles inquiries and follow-up requests related to the status of medical examinations, laboratory and diagnostic results, medical clearances, requirements, and other PEME-related concerns through phone calls, email, chat, and other communication channels. The position is responsible for coordinating with various clinic departments to obtain accurate updates, facilitate the timely resolution of concerns, and ensure professional and responsive service while maintaining the confidentiality of patient information.

Key responsibilities

• Respond promptly and professionally to inquiries from patients, partner agencies, and clients regarding PEME medical examinations and related services through phone calls, email, chat, and other communication channels.
• Provide accurate information regarding PEME services, examination packages, requirements, procedures, schedules, and turnaround times.
• Receive and process follow-up requests regarding the status of medical examinations, laboratory and diagnostic results, medical clearances, and other PEME-related requirements.
• Coordinate with the appropriate clinic departments to obtain updates on pending medical examinations, results, clearances, and other concerns, and ensure timely feedback to patients and client agencies.
• Assist patients and agency representatives with appointment scheduling, rescheduling, follow-ups, and other PEME-related service requests.
• Address inquiries, concerns, and complaints professionally and escalate complex or department-specific concerns to the appropriate personnel when necessary.
• Monitor and follow up on pending concerns to ensure that requests are properly addressed and resolved within the appropriate timeframe.
• Maintain accurate records of client and patient inquiries, follow-ups, requests, and resolutions.
• Coordinate effectively with internal departments to facilitate the timely release or updating of information, while observing established company procedures.
• Ensure that all communications and handling of information comply with company policies, patient confidentiality, and applicable data privacy standards.

About you

• Bachelor's degree in any field; graduates of Healthcare-related courses are an advantage.
• At least one (1) year of experience in Customer Service, Customer Care, Client Relations, Front Desk, Call Center, Healthcare, or a related field.
• Experience in a healthcare, diagnostic clinic, hospital, PEME, or medical setting is an advantage.
• Excellent verbal and written communication skills in both English and Filipino.
• Strong client service orientation with the ability to communicate professionally, courteously, and empathetically with patients and agency representatives.
• Strong phone etiquette, active listening skills, and the ability to handle a high volume of inquiries and follow-up requests.
• Able to effectively manage multiple communication channels, including phone calls, emails, and chat/group chat platforms.
• Computer literate, with proficiency in Microsoft Office (Word, Excel, and PowerPoint).
• Highly organized with strong multitasking, coordination, follow-up, and time management skills.
• Detail-oriented and capable of handling information related to medical examinations and patient records with accuracy and confidentiality.