Customer Service Representative

Discover your 100% YOU with MircoSourcing

Position: Customer Service Representative

Location: Global one, Eastwood, Libis, Quezon city

Work setup & shift: Night Shift / Hybrid

Youll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Job Summary:

We need an excellent Customer Service Representative with Excellent communication skills (English), you will be the first point of contact for patients and healthcare providers. You will handle inquiries related to durable medical equipment (DME), repairs, and service updates. Your role is critical in ensuring timely, compassionate, and accurate support across multiple communication platforms while meeting performance and service level expectations.

Key Responsibilities:

1. Customer Interaction & amp; Communication

Respond to inbound and outbound calls regarding DME orders, repairs, billing inquiries, and service updates, ensuring each interaction is handled with empathy, professionalism, and efficiency.

• Handle repair requests, product inquiries, sales, and other service-related concerns by actively listening to patient needs, documenting details accurately, and providing clear next steps.
• Communicate with patients via Textline, maintaining a compassionate tone and ensuring high Net Promoter Score (NPS) through timely and helpful responses.
• Send professional emails and text messages to patients and internal teams for updates, confirmations, appointment reminders, and follow-ups.
• Educate patients on the use, care, and insurance coverage of durable medical equipment (DME), ensuring they understand how to operate and maintain their devices safely.
• Adhere to company policies, including HIPAA compliance, privacy standards, and proper documentation of all customer interactions to ensure regulatory and ethical standards are met.
• Transfer incoming calls to appropriate staff.
• Check and route voice mail messages to appropriate staff.
• Recognize, document, and alert the supervisor of trends in customer calls.

1. System & Ticket Management

Use Freshdesk to manage and resolve service tickets within defined SLA timelines, ensuring all cases are tracked, updated, and closed appropriately.

Accurately log calls and service requests in Brightree and other internal systems, maintaining complete and compliant records for each interaction.

Send and manage PulseM surveys to gather patient feedback, identify service gaps, and contribute to continuous improvement efforts.

1. Technical Support & Troubleshooting

Perform basic troubleshooting for power wheelchairs over the phone, guiding patients through simple fixes and escalating complex issues to the appropriate team.

Collaborate with internal departments such as Repair, Scheduling, and Sales to ensure seamless service delivery and resolution of patient concerns.

1. Billing & Payment Support

Handle billing questions and process copay payments as requested by

customers, ensuring accuracy and clarity in financial transactions and patient

communication.

1. Knowledge & Professional Development

Maintain up-to-date knowledge of company products, services, policies, and industry standards to provide accurate information and support to patients and colleagues.

Participate in ongoing training and team meetings to stay informed about system updates, process changes, and performance expectations.

Priority Requirements

• High school diploma or equivalent
• Minimum of 2 years of experience in a healthcare billing, collections, or clinical role
• Strong understanding of both commercial insurance and medicaid policies and requirements
• Proficient in using electronic medical records (EMR) systems and other relevant software
• Solutions-oriented and ability to problem solve
• Excellent communication and interpersonal skills
• Detail-oriented with strong organizational and time management abilities
• Ability to work independently and collaboratively in a fast-paced environment
• Home Healthcare Experience
• Experience using Kan-Time as an EMR

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our companys strength lies in our peoples diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – its our commitment. Our way of life. Here, we dont just accept your unique authentic self - we celebrate it, valuing every individuals contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

*Terms & conditions apply