Customer Support Specialist (Healthcare) | Full-Time | Remote | Baguio

Customer Support Specialist (Healthcare) | Full-Time | Remote

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We are looking for a Customer Support Specialist with healthcare or medical industry experience to manage the creation, tracking, and resolution of customer tasks within our medical records retrieval platform. This role serves as the primary point of contact between customers, healthcare providers, and the internal records team, ensuring the accurate and timely exchange of medical records and related documentation.

This is not a traditional customer support role. The system has significant nuances in how tasks are created, categorized, and resolved. The ideal candidate can quickly understand complex workflows, communicate clearly with customers and healthcare providers, and ensure requests are handled accurately without duplication or unnecessary follow-ups.

What You'll Do

• Create and manage customer-facing tasks requesting specific medical records, documents, information, or actions.
• Write clear, accurate task descriptions specifying exactly what documentation is needed, why it is required, and the preferred format.
• Monitor and respond promptly to customer comments and inquiries, resolving issues independently whenever possible.
• Coordinate and relay medical records and information between customers, healthcare providers, and internal teams while maintaining accuracy and confidentiality.
• Track open requests, follow up on outstanding medical records, and ensure tasks are completed in a timely manner.
• Identify inconsistencies such as incorrect patient information, duplicate requests, missing documentation, or provider discrepancies, and resolve or escalate them appropriately.
• Maintain organized and detailed documentation of all actions taken within the system.

What We're Looking For

• Previous experience in healthcare customer support, medical records, healthcare administration, patient services, medical billing, health insurance, or a similar healthcare-related role.
• Strong understanding of medical documentation, healthcare terminology, and medical records workflows is highly preferred.
• Exceptional written communication skills with excellent grammar, spelling, and attention to detail.
• Ability to manage sensitive and confidential healthcare information professionally.
• Strong analytical and problem-solving skills with the ability to identify discrepancies and resolve issues efficiently.
• Ability to work independently, prioritize multiple requests, and make sound decisions before escalating.
• Clear, concise documentation skills with accurate notes on actions taken and next steps.
• Ability to work quickly while maintaining a high level of accuracy.

Preferred Qualifications

• Experience working with medical records retrieval, healthcare providers, clinics, hospitals, or insurance companies.
• Experience supporting healthcare operations, patient coordination, revenue cycle management, or related administrative functions.
• Familiarity with HIPAA compliance and handling protected health information (PHI) is a strong advantage.
• Exposure to collections, billing follow-ups, or accounts receivable processes is a plus.

Requirements

• Excellent written English skills (grammar, spelling, punctuation, and clarity).
• Comfortable using task management systems, Slack, email, and other digital collaboration tools.
• Ability to manage multiple priorities without sacrificing quality.
• Reliable internet connection and availability during business hours.

This Role Is Not For You If

• You need manager approval for routine decisions.
• You rely heavily on phone calls instead of written communication.
• You struggle with grammar, spelling, or structured writing.
• You write vague or incomplete notes requiring follow-ups.
• You are uncomfortable researching answers independently before escalating.
• You are not comfortable working with medical documentation or healthcare-related processes.

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