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STAFFVIRTUAL Logo STAFFVIRTUAL · Customer Service

Customer Service Agent - Medical/Ophthalmology

Philippines, Cebu City · Job Posted April 16, 2026
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Job Description

We are seeking a reliable and motivated Customer Service Representative with strong communication skills and at least 2+ years of experience. Preferably in healthcare or ophthalmology settings. This role is the frontline contact for patients, responsible for intake and outbound calls, accurate documentation, and supporting patient scheduling and service coordination.

Job Responsibility

  • Incoming call queue efficiently handling 50-60 calls per day
  • Outbound calls as directed
  • Provide information, support and assistance to patients on the phone
  • Verifies medical insurance information and performs eligibility checks
  • Accurately updates patient records, insurance information and demographics in the Electronic Health Record system
  • Schedules patient appointments for ophthalmology specialty physicians in pediatrics, glaucoma and cataracts
  • Medical triage (ophthalmology)
  • Checks call queue voicemails, text and chat feature
  • Performs other duties as assigned by Call Center Manager
  • Maintains strict HIPAA privacy compliance

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
  • High School Graduate
  • Previous medical and/or ophthalmology clinical experience preferred
  • Knowledge of medical and ophthalmic terminology, anatomy and physiology
  • Excellent phone, computer and customer service skills
  • Works independently, patient, empathetic and calm under pressure

Nice to have

  • Previous medical and/or ophthalmology clinical experience preferred
  • Knowledge of medical and ophthalmic terminology, anatomy and physiology

What we offer

  • Competitive compensation and benefits package
  • 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
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