Job Description

About Shore360:

Shore360 is a 100% Australian-owned BP firm based in the Philippines, providing customized staffing and administrative support for international companies, handling recruitment, HR, IT, and office facilities so clients can focus on core business, offering transparent pricing, dedicated teams, and flexible setups.

About the Role

This is a high-volume customer service and inquiry management role within a healthcare environment.

We're looking for someone who genuinely enjoys speaking with people, is patient and helpful, communicates clearly, and maintains a positive attitude even with a high volume of inquiries. You'll often be the first point of contact for patients, doctors, referrers and WorkCover case managers, so how you communicate matters.

Typical Inquiries You'll Handle

• Booking, changing or cancelling appointments
• Urgent rescheduling when clinics or clinicians are unavailable — via phone, email and text
• General inquiries on services, treatments, doctor/appointment availability and clinic locations
• WorkCover case manager inquiries on treatment history and progress (per privacy/consent procedures)
• GP, psychiatrist and referrer inquiries on treatment history and arrangements
• General inquiries on appointment times, addresses and admin matters
• Complaints — listening carefully, documenting accurately, and escalating to the appropriate manager

This is an administrative role; clinical questions are escalated to the relevant clinician.

About You

• Enjoys helping people and solving problems
• Communicates warmly, clearly and professionally by phone and email
• Stays calm and courteous with distressed or demanding callers
• Comfortable with a high volume of calls/emails daily
• Strong attention to detail and follow-through
• Knows when to resolve an inquiry directly vs. escalate
• Empathetic when working with mental health patients
• Works well independently and in a team

Key Requirements

• Must be a Nurse, or have prior work experience as a Nurse
• Experience as a Medical Secretary, Medical Receptionist, or similar in healthcare admin/customer service
• Ideally 2–3 years' experience in a medical practice or healthcare environment
• Experience with patient/practice management or clinical record systems
• Excellent spoken and written English
• Understanding of patient confidentiality and privacy requirements
• Mental health experience highly regarded, not essential

Why Join Us?

• Join a growing specialist mental health organisation
• Work within an experienced patient support team
• Structured training on our services, treatments and systems
• Possible monthly performance bonus
• Ongoing professional development and career progression
• Make a meaningful contribution to patients accessing specialist mental health treatment

Shore Xtra Perks

• HMO Coverage upon regularization
• Attendance Bonus – Get a chance to win up to ₱5,000 every pay run for consistent, perfect attendance via raffle draw.
• Fixed Weekends Off – Enjoy a guaranteed work-life balance with Saturdays and Sundays off.
• Unlimited Barista Coffee all shift long
• Free Parking & Shuttle
• Premium Game Lounge – Relax and recharge in our dedicated on-site recreational zone
• Join our Social Passion Clubs to connect with like-minded peers and bring your whole self to work every day: Photography Club, Dance Club, Fitness Club, Book Club, Music Club
• Engaging Monthly Events – Experience a vibrant culture with regular team activities and celebrations with amazing prizes and rewards
• Referral Incentives – Get rewarded for bringing top talent to the team via our referral program.
• Statutory Benefits: Maternity, Paternity, and Solo Parent Leaves, Magna Carta for Women, OT, and Premium Pays

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