Healthcare Call Center Agent | Remote & Direct Hire - PH

Join Our Team at Skin and Cancer Institute!

Are you passionate about dermatology and skin health? Do you thrive in a dynamic, patient-focused environment? Skin and Cancer Institute is looking for dedicated professionals to join our team!

Why Join Us?

At Skin and Cancer Institute, we are committed to excellence in dermatology, skin cancer treatment, and cosmetic procedures. We offer a supportive and collaborative work culture where your skills and dedication make a real impact.

Summary of Position

Skin and Cancer Institute is a U.S.-based dermatology group looking to hire a full-time Call Center Agent based in the Philippines. This is a remote and direct-hire position. We are not a recruiting agency. The selected candidate will work directly with our company on a long-term basis. The schedule will follow U.S. Pacific Time. Healthcare or medical office experience is preferred.

The Call Center Agent serves as the primary point of contact for patients of the Skin and Cancer Institute, delivering exceptional customer service and managing a high volume of inbound and outbound calls related to appointment scheduling, patient inquiries, referrals, insurance verification, prescription requests, and other care coordination activities.

This role requires mastery of company services, locations, marketing campaigns, and salesmanship to achieve a 95% call completion rate using effective and ethical sales techniques. Agents must complete initial and ongoing training to stay current with operational updates, service offerings, and organizational procedures.

The ideal candidate possesses strong healthcare customer service experience, excellent communication skills, and the ability to work efficiently in a fast-paced medical environment. The Call Center Agent ensures patients receive timely access to dermatology and oncology services while maintaining compliance with HIPAA regulations and organizational standards.

WHAT YOU'LL DO:

Patient Communication & Customer Service

• Serve as the first point of contact for patients contacting the Skin and Cancer Institute via telephone and other communication channels.
• Answer a high volume of inbound calls in a professional, courteous, empathetic, and efficient manner.
• Provide exceptional customer service while addressing patient inquiries, concerns, and requests.
• Demonstrate mastery of knowledge related to company services, locations, marketing campaigns, and salesmanship to ensure 95% call completion for patients using effective and ethical sales techniques.
• Resolve patient issues and escalate complex concerns to the appropriate department or supervisor when necessary.
• Maintain a patient-centered approach during all interactions to ensure a positive patient experience.

Appointment Scheduling & Patient Access

• Schedule, reschedule, cancel, and confirm patient appointments in accordance with provider schedules and clinic protocols.
• Coordinate new patient appointments, follow-up visits, procedures, and annual recall appointments.
• Identify appropriate appointment types and provider availability based on patient needs and clinical guidelines.
• Conduct outbound calls for appointment reminders, recalls, waitlist management, and patient outreach campaigns.
• Assist patients in locating convenient clinic locations and providers within the organization.

Patient Registration & Insurance Support

• Verify and update patient demographic information within the Electronic Medical Record (EMR) system.
• Collect and validate insurance information to support accurate patient registration and eligibility verification.
• Assist patients with questions regarding referrals, authorizations, insurance requirements, and appointment prerequisites.
• Ensure all patient information is entered accurately and completely to minimize registration and billing errors.

Care Coordination & Clinical Support

• Route patient messages, medical concerns, prescription refill requests, and provider communications to the appropriate clinical staff.
• Coordinate referrals, consult requests, and follow-up care activities as directed.
• Support continuity of care by facilitating communication among patients, providers, medical assistants, and administrative staff.
• Assist with patient outreach initiatives, preventive care campaigns, and treatment follow-up programs.

Documentation & Data Management

• Accurately document all patient interactions, appointment activities, and communication notes within the EMR and call management systems.
• Maintain complete, timely, and accurate records in accordance with organizational policies and healthcare regulations.
• Review and update patient records to ensure information integrity and continuity of care.

Compliance & Quality Assurance

• Adhere to HIPAA regulations and always maintain the confidentiality and security of patient information.
• Follow all Skin and Cancer Institute policies, procedures, and service standards.
• Meet established call quality, productivity, attendance, and performance standards.
• Participate in quality assurance reviews, coaching sessions, and continuous improvement initiatives.

Team Collaboration & Professional Development

• Collaborate effectively with providers, clinic staff, leadership, and other departments to ensure efficient operations and exceptional patient care.
• Successfully complete initial and ongoing training programs to remain current with operational updates, service offerings, and organizational standards and organization-wide initiatives.
• Maintain knowledge of dermatology services, provider specialties, scheduling protocols, insurance requirements, and organizational updates.
• Perform additional duties and responsibilities as assigned by management.

WHAT WE'RE LOOKING FOR:

Required Skills / Abilities

• Exceptional verbal and written communication skills.
• Strong customer service orientation and ability to build rapport with patients.
• Knowledge of healthcare scheduling workflows and medical office operations.
• Understanding of HIPAA regulations and patient confidentiality requirements.
• Experience handling high-volume call queues in a call center or healthcare environment.
• Ability to multi-task while maintaining accuracy and attention to detail.
• Strong problem-solving and conflict-resolution skills.
• Excellent time management and organizational abilities.
• Proficiency in electronic medical records (EMR/EHR) systems.
• Ability to navigate multiple software applications simultaneously.
• Working knowledge of medical terminology, insurance plans, referrals, and authorizations.
• Intermediate proficiency with Microsoft 365 applications, including Outlook, Teams, Word, and Excel.
• Ability to work independently and collaboratively within a team environment.
• Professional demeanor with a patient-centered approach to service.
• Ability to adapt to changing priorities and a fast-paced work environment.

Education & Experience

• High School Diploma or GED equivalent.
• Minimum of 2 years of call center experience required.
• Minimum of 1 year of healthcare, medical office, hospital, specialty practice, or patient access experience required.
• Experience scheduling appointments within an EMR/EHR system required.
• Experience working with insurance verification, referrals, or patient registration processes preferred.
• Demonstrated success in meeting call quality and productivity goals.

Preferred:

• Associate’s degree in healthcare administration, Business Administration, or related field.
• Dermatology, oncology, multispecialty, or specialty healthcare experience.
• Experience using ModMed (Modernizing Medicine) and/or EMA systems.
• Bilingual (English/Spanish) preferred.
• Knowledge of dermatology treatments, procedures, and patient care workflows.

EQUIPMENT & SOFTWARE OPERATION

The incumbent in this position may operate any/all of the following equipment:

• Microsoft 365 apps, fax, email, phone, Klara, EMA, ModMed, iPAD, NoahFace (biometric timeclock), Tandem, CoverMyMeds, LabCorp (software for looking up labs results and ordering supplies), Quest diagnostics

What We Offer:

• Competitive salary and benefits
• Health, dental, vision, and ancillary insurance options
• 401K retirement savings
• Paid time off
• Professional development opportunities
• Supportive and fair work environment

� Apply Today! Be a part of a dynamic team that’s transforming skin health. We can't wait to meet you!

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