Customer Service Representative (Contract – Remote, Philippines)

Who We Are At Health Haven and Health Synergy Clinical Research , we are building a modern and integrated model of psychiatric care that combines high-quality outpatient treatment, interventional psychiatry, and industry-sponsored pharmaceutical clinical research. Our mission is to provide compassionate, evidence-based mental health care while helping advance the future of psychiatric treatment through ethical clinical research and innovative therapeutic approaches. With continued expansion across Florida, our organization offers physicians the opportunity to grow within a collaborative, high-performing environment focused on clinical excellence, innovation, operational efficiency, and long-term professional development. We are committed to creating an environment where physicians can thrive clinically, professionally, and financially while working alongside an experienced multidisciplinary team dedicated to exceptional patient care. Who You Are You are a compassionate, professional, and service-oriented customer service representative who genuinely enjoys helping people feel supported, heard, and cared for. You are an excellent communicator with a warm and calming presence, and you understand the importance of empathy and professionalism when interacting with patients seeking mental health services. You are highly organized, dependable, and able to manage a high volume of patient interactions while maintaining patience, kindness, and attention to detail. You take pride in creating positive experiences and building trust through exceptional customer support and communication. What You’ll Do You will serve as one of the first points of contact for patients, ensuring a welcoming, supportive, and professional experience through every interaction. Your responsibilities will include: Patient Communication & Support: Providing warm, compassionate, and professional communication to patients via phone, email, text, and other communication platforms Appointment Scheduling & Coordination: Scheduling new and existing patient appointments, managing rescheduling requests, sending reminders, and assisting with appointment-related concerns Patient Experience Support : Helping patients navigate services, answering general questions, resolving concerns professionally, and ensuring patients feel informed and supported throughout their care journey Call Management & Follow-Up: Managing inbound and outbound calls with professionalism, timely follow-up, and excellent phone etiquette while maintaining accurate communication records Intake & Administrative Assistance: Assisting patients with intake paperwork, basic account updates, and routing clinical or administrative concerns to the appropriate departments Escalation & Resolution Support: Addressing service concerns calmly and professionally while escalating sensitive or urgent matters appropriately Team Collaboration & Workflow Support: Coordinating with providers, clinical teams, and administrative staff to support efficient operations and continuity of care Compliance & Documentation Integrity: Maintaining accurate records, protecting patient confidentiality, and following all applicable healthcare and data privacy standards Other Duties as Assigned What You’ll Bring Prior experience in customer service, patient support, call center operations, or healthcare front desk support Fluent English communication skills, both written and verbal, with clear and professional phone etiquette Exceptional verbal and written communication skills with a compassionate and professional demeanor Strong service mindset with the ability to create positive and supportive patient experiences Excellent conflict resolution, active listening, and interpersonal communication skills Strong organizational skills and attention to detail Ability to multitask and remain calm and professional in fast-paced or high-volume environments Ability to work independently in a remote environment with accountability for deadlines and quality Proficiency with scheduling systems, communication platforms, or healthcare software preferred Commitment to professionalism, confidentiality, and ethical handling of patient information Strong work ethic with reliability, consistency, and a positive attitude toward teamwork and patient care Experience in behavioral health, psychiatry, or healthcare customer service preferred but not required