Customer Service Representative | Office-Based, Night Shift Job | Up to PHP30K

GoTeam is looking for three (3) Customer Service Associates who will be responsible for handling a variety of client concerns, including client inquiries, employee support, medical pre-employment and transfer services, random drug and alcohol testing coordination with project managers and supervisors, and arranging services for client employees through local partner clinics. The ideal candidates will report to the Lead Account Specialist and work closely with the Designated Employer Representative (DER) to deliver metrics and optimal performance in meeting company objectives.

The client is a privately owned company that provides a variety of health and safety-related services to businesses across the United States. Their services include drug and alcohol testing, pre-employment and transfer medicals, and coordination with local partner clinics to arrange services for client employees. The company is committed to providing high-quality services while adhering to established policies, procedures, and standards, and maintaining confidentiality.

In this position, you will be:

• Handling a variety of client concerns related to client inquiries, employee support, pre-employment and transfer medicals, random drug and alcohol testing, and coordination with local partner clinics.
• Responding to client questions, issuing pre-authorization for medical services, and providing details about the types of tests and services needed for individuals.
• Continuously connect with the Designated Employer Representative (DER) to deliver metrics and optimal performance with the aim of meeting company objectives.
• Organizing and monitoring employee and local partner clinic activities to ensure high-quality, compliant clinic testing and patient care while adhering to established policies, procedures, and standards.
• Maintaining confidential medical records for each client in accordance with HIPAA guidelines.
• Scheduling employee appointments according to their preferences and availability, confirming appointments via phone or email, and updating employee records with new data.
• Communicating with various departments to coordinate services, resolve operational problems, and improve the quality of patient care.
• Staying up to date on changes to the client’s master protocol and demonstrating initiative, communication, and problem-solving skills.
• Verifying proposed solutions or workarounds with the Lead Account Specialist or Account Manager to ensure there are no communication disconnects.
• Providing information about the location of clinics and places that conduct drug and alcohol tests that are close to the employee’s place of residence or employment.
• Cultivating a culture of exceptional customer service.
• Maintaining a neat workstation and having access to all necessary tools and resources.
• Assisting in expanding business operations.
• Expanding knowledge and thriving during your career in healthcare customer service.

Skills and Qualifications:

• Open to fresh graduates and college undergraduates with related working experience
• At least 6 months of relevant experience, BPO experience is an advantage but not required.
• Basic knowledge of MS Office (Outlook, Word, Excel, PowerPoint), Microsoft Teams
• Experience with programs like MaxCommunicator, Nitro Pro, and the ERP system is advantageous. (Not required, preference)
• Strong command of the English language, both written and verbal
• Computer literate with above-average typing speed
• Capacity to multitask under pressure while maintaining composure

Your Benefits:

• A workstation equipped with a dual monitor set up in the office.
• 7 Habits of Highly Effective People Training
• Your copy of “The 7 Habits of Highly Effective People” and “Little Black Book for Stunning Success”
• Exceed Institute – Training and tools to help you navigate life and build a rich and connected family life.
• HMO coverage from start date for you and one dependent, for free. With P200K coverage, private room, and P10K reimbursement for medications. You may enroll up to 4 additional dependents.
• 24/7 access to counselling support for mental health. Our Employee Assistance Program (EAP) will help you thrive amid parenting challenges, stress, or relationship issues.
• Free legal advice and financial consultations, also as part of the EAP.
• P1,000,000 Life Insurance coverage
• 10 days leave (Year 1), rising to 15 days leave after Year 1
• Welcome gift on your first day
• Monthly Discover You lunch (CEO presentation, leadership training, Values Awards)
• Monthly gratitude celebrations & Prizes (Trivia, Talent Night, Personal Development, Acoustic Nights)
• Welcome Tea with the CEO and work anniversary celebrations
• P10K referral bonus, plus a chance to win a trip for 2 to Bali, Indonesia
• Free coffee for our office-based team

Your Family’s Benefits (Yes, that’s right, we care about your family):

• 24/7 access to confidential counselling support for mental health for 4 family members. Our Employee’s Family Assistance Program (EFAP) will help your loved ones thrive amid personal issues.
• Free legal advice and financial consultations for 4 family members, also as part of the EFAP.
• Free Telemedicine for 4 family members
• Personal invites for your family members to our monthly virtual events (and yes, they can win prizes, too)
• P10K referral bonus for your family members

Our Story

In 2014, our CTO and Founder Matt Kesby starts Go-Virtual Assistants (GO-VA) with one full-time member. The following year, CEO Fiona Kesby moves to Cebu to be onsite as the company scales. She emphasizes that the best way to attract talent is to take exceptional care of them.

In 8 years, GoTeam has grown its client base to business owners from Australia, the U.S., U.K. and Singapore, among others. Working with highly skilled and motivated team members in GoTeam gives these businesses all the benefits of outsourcing and offshoring, without any of the complications and additional costs of starting their own office locally.

The warmth and welcoming culture of GoTeam starts from Day 1, with our Chief Happiness Officers providing each new team member with a Welcome Kit. HMO Coverage for yourself and 1 dependent kick in on Day 1 as well.

Among GoTeam’s core values are Discovery and Humility. (The overarching one is Care.) Fiona sets an example of leading by these values by consistently encouraging team members to read and discover new skills, industry best practices, and advice for leadership, self-care, and growth.

Monthly “Discover You” events are being held to ensure that the entire company is up-to-date with current developments, celebrate wins from the previous month, and acknowledge those team members who have made an impact in their clients’ businesses and exceed expectations as well.

At GoTeam, no team member is left behind. Everyone is heard and made to feel that they truly belong.

Learn more about Our Culture here: https://go.team/ph/our-culture/