About this role
ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced Customer Service Representative to join our rapidly expanding team. As a member of our team, you will have the opportunity to work with highly skilled professionals, who prioritize employee satisfaction and work-life balance. At ISTA Solutions, we pride ourselves on creating a culture focused on long-term success and life-long learning. We're looking for a team player who is ready to contribute to our mission, just like you!
Account specific roles and responsibilities:
- Respond promptly and professionally to customer inquiries through inbound and outbound phone calls.
- Process patient orders for DME supplies and coordinate delivery confirmations with patients.
- Follow up with healthcare providers by sending authorization requests, order forms, and clinical documentation via email and fax.
- Maintain and update customer records accurately within the customer management portal.
- Document all customer interactions and order-related activities in accordance with company standards.
- Meet or exceed established individual and team performance metrics, including Attendance, Average Handle Time (AHT), Quality Assurance (QA), and Orders Processed.
- Stay current on product information, company policies, procedures, and service standards to ensure accurate and effective customer support.
- Collaborate with internal teams and healthcare providers to resolve order issues and ensure timely order fulfillment.
Requirements
- At least 6 months BPO experience handling a Healthcare Account
- Experience with DME and authorization is a PLUS
- Proficient in using MS Tools
- Good verbal and written English skills
- Must be willing to work on-site in Buendia, Makati
- Amenable working night shifts
Benefits
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What can we offer you?
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Competitive salary and benefits
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Health Insurance with free dependents*
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10%-night differential
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Attendance Bonus
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Paid time off
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Convertible to cash leave credits
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Performance Appraisal
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Work-life balance
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A focus on growing your career path with us
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We encourage you to follow your passions and learn new skills
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Our commitment to you
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Strong culture and values-driven leadership
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We create opportunities for you to learn and grow at any stage of your career
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Continuous learning and innovation
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We foster an all inclusive environment where everyone thrives