STAFFVIRTUAL

Customer Service Agent – Medical, Ophthalmology

STAFFVIRTUAL

full-time

Posted on:

Location Type: Remote

Location: Philippines

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About the role

  • Receive inbound intake calls from patients, providers, and referral sources.
  • Conduct outbound (OB) calls as needed — including appointment reminders, follow‑ups, and patient outreach.
  • Greet and assist patients in a professional, courteous manner via phone and in person.
  • Accurately document call details, patient concerns, and next steps in the patient record system.
  • Ensure notes are clear, concise, and follow organizational standards.
  • Use RingCentral (phone system) to manage queues, transfers, voicemails, and call routing.
  • Navigate practice management/EHR software — including Modernizing Medicine (or similar platform) — to log patient information, appointment data, messages, and call summaries.
  • Collaborate with clinical and administrative staff to relay messages and follow up on patient needs.
  • Provide accurate information about services, visit preparation, and office policies.
  • Assist with appointment scheduling, rescheduling, and confirmations.
  • Escalate clinical or urgent concerns to the appropriate team members.

Requirements

  • Minimum 2 years customer service experience, preferably in healthcare, ophthalmology, medical office, or clinical contact center.
  • Excellent verbal and written communication skills.
  • Comfortable using phone systems (RingCentral preferred) and electronic patient record systems (experience with Modernizing Medicine or similar practice software is a plus).
  • Familiarity with insurance verification and pre‑authorization process.
  • Experience with additional communication or CRM systems
  • Strong note‑taking, multitasking, and follow‑through skills.
  • Friendly, patient‑focused, and able to handle sensitive health information with confidentiality and empathy.
  • Collaborative mindset with the ability to work well across departments.
Benefits
  • HMO Day 1 + FREE dependent coverage
  • De minimis and allowances
  • Attendance bonus
  • Paid time offs
  • Company-provided work setup (laptop, monitor, accessories)
  • Training, career growth, and global exposure
  • A collaborative and supportive team culture
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicenote-takingmultitaskinginsurance verificationpre-authorization
Soft Skills
verbal communicationwritten communicationempathycollaborationprofessionalism