Customer Support Associate

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Reach out to US laboratories, mobile phlebotomy vendors, and other collaborators regarding turnaround times, result statuses, demographic corrections, order statuses, and redraws.

• Oversee the Tier 1 call-request queue, prioritize tasks based on urgency, and achieve response-time objectives.

• Adhere strictly to Standard Operating Procedures (SOPs) and flag any items that cannot be completed or need escalation.

• Accurately document the outcome of each call in the specified templates.

• Diligently follow up with labs and partners until all issues are resolved.

• Identify gaps in SOPs, recurring problems, and opportunities for process enhancement.

• Potentially manage billing cases, including refunds and chargebacks, as the role evolves.

• Collaborate with the Tier 1 Customer Support team and the Operations team based in the Philippines.

• Success will be evaluated based on response-time performance, documentation accuracy and completeness, and provision of actionable notes.

⛳️ Requirements

• A minimum of 4 years in customer support, call center, or BPO environments serving US-based clients, ideally in the healthcare sector.

• Proven experience in making outbound calls to businesses and accurately capturing information.

• Clear, confident, and professional communication skills on the phone in English, particularly with US-based businesses.

• High accuracy with names, dates, IDs, and results.

• Ability to consistently perform structured, process-driven tasks.

• Persistence in managing hold times, callbacks, and follow-ups.

• Capability to differentiate between following established processes and escalating issues for human intervention.

• Careful and discreet handling of sensitive patient health information.

• Proficiency with Pylon, Zendesk, and Slack.

• Willingness to work Monday to Friday from 9 AM to 6 PM ET, with overnight hours in the Philippines.

• Reliable home internet with a minimum of 100 Mbps download and upload speeds, along with backup internet and power sources.

• Preferred but not mandatory: experience in US healthcare, lab, or medical billing; HIPAA training; and familiarity with billing disputes, refunds, or chargebacks.

🏝️ Benefits

• Opportunity to extend the 6-month contract based on performance and organizational needs.

• Flexible remote work arrangement.

• Overnight shift schedule aligned with US Eastern Time.