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Empower Catalyst Connect BPO

Customer Experience Specialist

Remote

Customer Experience Specialist – Tier 1 (Remote | Healthcare Support)

Job Summary

We are looking for a Customer Experience Specialist – Tier 1 to support patients for a healthcare service platform. In this role, you will handle inbound patient inquiries, resolve concerns on first contact whenever possible, and coordinate with internal teams to ensure timely follow-ups and resolutions.

You will support patients through multiple channels including phone, SMS, email, chat, and call-backs, while maintaining a professional and empathetic approach.

We are hiring multiple candidates for this position.

Key Responsibilities

  • Handle inbound patient calls and provide timely assistance
  • Aim for First Contact Resolution (FCR) whenever possible
  • Respond to patient inquiries through SMS, email, chat, and phone
  • Address general patient concerns and service-related questions
  • Coordinate with internal teams to resolve patient issues
  • Conduct follow-ups with patients when necessary
  • Manage missed calls and return patient calls promptly
  • Maintain accurate documentation of interactions in the system
  • Provide a professional and patient-focused customer experience

Qualifications

  • Healthcare customer service experience preferred (telehealth, clinic, hospital, medical account, or healthcare support)
  • Experience handling inbound calls in a support or call center environment
  • Strong English communication skills (spoken and written)
  • Experience supporting customers via voice, email, or chat
  • Ability to multitask and manage multiple patient inquiries
  • Strong problem-solving and empathy skills
  • Familiarity with HIPAA compliance or healthcare data privacy is a plus

Work Setup

  • Remote / Work From Home
  • Must have reliable internet and a quiet workspace

Pay: Php15,000.00 - Php20,000.00 per month

Work Location: Remote

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