Customer Support Representative - 19265

Role: Customer Service Representative
Priority Location: LATAM, Philippines
Working Hours: EST (Eastern Standard Time)
Weekdays: After 5:00 PM ET (approx. 5:00–8:00/10:00 PM ET)
Weekends: Full coverage across Saturday and Sunday
Type of contract: Independent Contractor
Type of job: Remote


About the Role: The role is responsible for managing inbound patient inquiries outside of standard clinic operating hours, ensuring rapid, professional, and effective engagement with potential patients. This is a conversion-driven role focused on turning leads into booked in-person consultations through timely phone-first outreach, strong communication, and structured follow-up. The ideal candidate is highly responsive, detail-oriented, and comfortable working evenings and weekends while maintaining a high standard of patient care and CRM accuracy.

Key Responsibilities

• Respond quickly to inbound digital patient inquiries (calls, messages, forms)
• Conduct phone-first outreach to engage and qualify potential patients
• Convert leads into scheduled in-person consultations
• Accurately log all patient interactions in the CRM system
• Manage appointment scheduling and calendar coordination
• Maintain clean, organized CRM records and follow-up notes
• Ensure smooth handoff of patient information to daytime clinic staff
• Handle all patient communication with professionalism and confidentiality

Qualifications & Skills

• Experience in patient coordination, appointment setting, or healthcare support roles
• Familiarity with high-volume inbound lead handling environments
• Exposure to HIPAA-compliant or healthcare-related operations preferred

• Strong phone communication skills with clear, neutral English
• High responsiveness and ability to act with urgency on leads
• Strong attention to detail and CRM/data accuracy discipline
• Comfortable working consistently during evenings and weekends

• Conversion-focused mindset with strong follow-through
• Calm, professional demeanor in patient interactions
• Highly organized and dependable in a fast-paced environment
• Strong ownership and accountability for outcomes