Customer Experience Associate (Healthcare)

Company Description

Enshored is a global outsourcing partner that helps high-growth companies scale by building and managing dedicated, high-performing teams. With a workforce of over 2,000 professionals, Enshored focuses on improving service quality, responsiveness, and customer satisfaction for its clients. The company delivers solutions across Customer Experience, Back Office, Sales & Marketing, and Content Moderation for industries such as TravelTech, HealthTech, FinTech, E-Commerce, and SaaS. Recognized by Inc. 5000 as one of the fastest-growing US companies for five consecutive years, Enshored offers a dynamic, growth-oriented environment. Founded in 2014, the company is headquartered in Long Beach, CA and operates globally.

Role Description

The Customer Experience Associate (Healthcare) is a full-time, on-site role based in Pasig. In this position, the associate responds to patient and customer inquiries via phone, email, chat, or other channels, ensuring prompt and accurate resolution of issues. The role involves handling appointment-related questions, account and billing concerns, and service information, while maintaining a professional and empathetic tone. The associate documents interactions in relevant systems, follows established workflows and compliance procedures, and escalates complex cases to the appropriate teams. Collaboration with team members, adherence to performance metrics, and participation in training to stay updated on healthcare client processes and policies are also core aspects of the role.

Qualifications

• Strong customer-facing skills in Customer Service, Customer Support, and Customer Experience.
• Ability to maintain high Customer Satisfaction through professional communication and problem resolution.
• Excellent Phone Etiquette and clear, empathetic communication across multiple channels.
• Previous experience in a healthcare, healthtech, or BPO environment is an advantage.
• Proficiency in English, both written and spoken, with strong listening skills.
• Comfort working with computer-based tools, CRM systems, and ticketing platforms.
• Ability to work on-site in Pasig, follow structured processes, and meet performance targets.
• Completed secondary education; college-level or degree in a related field is a plus.