Healthcare Support Specialist

Description:

Healthcare Support Specialist (Manila)

Join International SOS as a Healthcare Support Specialist and serve as the first point of contact for Japan-based civilian employees enrolled in the U.S. Department of Defense (DOD) Federal Employee Health Benefits Program. In this role, you will provide customer support, case management, and healthcare coordination assistance to help members access medical services and treatment coverage.

Key Responsibilities

• Handle inbound calls and healthcare-related inquiries from program members.
• Create, manage, and track cases through internal systems.
• Coordinate with healthcare teams, nurses, doctors, and scheduling specialists to facilitate access to care.
• Escalate complex cases and provide timely updates to stakeholders.
• Support customers with healthcare and claims-related requests.
• Conduct follow-ups and maintain accurate case documentation.
• Capture customer feedback and contribute to service improvement initiatives.
• Adhere to privacy, compliance, and company policies.

Qualifications

• Experience in customer service, preferably within a healthcare environment.
• Strong communication, active listening, and multitasking skills.
• Customer-focused with a professional, empathetic approach.
• Ability to work in a fast-paced setting while maintaining attention to detail.
• Experience with data entry and case management systems is an advantage.
• Excellent written and spoken English.
• Diploma, equivalent qualification, or higher preferred.