Healthcare Customer Service Advocate

About the role

The Healthcare Customer Service Advocate will serve as the primary point of contact for healthcare providers and billing representatives, delivering accurate and timely information on eligibility, claims, payments, appeals and related inquiries. The position starts with an onsite training period of six months in Makati, after which high‑performing team members may transition to a remote work arrangement. The role operates on a night (graveyard) shift.

Key responsibilities

• Handle inbound and outbound provider interactions via phone, email, fax and web channels.
• Research and provide up‑to‑date information on member eligibility, benefit details, claim status, payments, EOBs and appeal processes.
• Accurately document every interaction and action taken in the designated system.
• Escalate or transfer inquiries that fall outside the defined scope while maintaining ownership until resolution.
• Meet or exceed individual productivity, quality, attendance and service‑level KPIs.
• Participate in regular quality assurance monitoring, coaching and calibration sessions.

Required profile

• Strong verbal and written communication skills to interact professionally with providers.
• Detail‑oriented mindset with the ability to follow documented workflows and procedures.
• Willingness to work night/graveyard shift and adhere to schedule requirements.
• Commitment to complete all training, certification and nesting phases before remote eligibility.

Required skills

• Familiarity with healthcare provider billing terminology and processes.