JOB DESCRIPTION:

We are seeking a detail-oriented and proactive Customer Service Operations & Integration Analyst to manage and support customer service operations for both new and existing patients. This role ensures high-quality service delivery, accurate processing of meter batch data, and resolution of exception tasks. The position also plays a key role in maintaining and generating analytical reports using tools like Power BI and Patient Connect, identifying and resolving integration discrepancies across systems.
This role requires strong analytical skills, a customer-first mindset, and the ability to collaborate across departments such as Sales, Operations, and IT to ensure seamless data flow and operational efficiency across the ACH platform

Key Responsibilities:

• Manage day-to-day customer service tasks supporting patients.
• Ensure accurate processing of meter batch data and handle Customer Responsibility Agreement exceptions.
• Generate, maintain, and analyze reports using Power BI and Patient Connect to monitor service quality and system performance.
• Identify and resolve data integration issues across platforms such as Patient Connect and Coag Clinic.
• Collaborate with cross-functional teams to troubleshoot and resolve discrepancies in patient data and service workflows.
• Provide insights and recommendations based on data trends to improve operational efficiency.
• Support continuous improvement initiatives by identifying process gaps and proposing solutions.
• Maintain documentation of processes, exceptions, and resolutions for audit and knowledge-sharing purposes.

Qualifications:

• Bachelor’s degree in Business Administration, Healthcare Management, Information Systems, or a related field.
• 2–4 years of experience in customer service operations, preferably in a BPO or healthcare support environment.
• Proficiency in Power BI, Excel, and CRM/ERP systems (e.g., Patient Connect, Microsoft Dynamics GP).
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication and collaboration skills.
• Experience working with cross-functional teams and managing data integration issues is a plus.

Preferred Skills:

• Experience in the US healthcare insurance industry.
• Familiarity with healthcare processes, patient data management, or medical device support.
• Knowledge of data integration tools or middleware platforms.
• Lean or Six Sigma certification is a plus.
• Strong problem-solving skills and attention to detail.

Benefits:

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• Collaborative and supportive work environment.

The base pay for this position is
N/A
In specific locations, the pay range may vary from the range posted.

JOB FAMILY:

Administrative Support

DIVISION:

HF Heart Failure:

LOCATION:

Philippines > Taguig City : Five/Neo Building

ADDITIONAL LOCATIONS: ###WORK SHIFT:
Standard

TRAVEL:

Not specified

MEDICAL SURVEILLANCE:
Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)