Responsibilities
As a Customer Success Representative, you play a key role in ensuring a seamless and positive experience for members across their healthcare journey. This role supports a continuously operating customer support function and requires flexibility to meet evolving business needs.
Member Support & Experience
- Act as a primary point of contact for member inquiries related to healthcare plans, benefits, care availments, claims, and platform usage through calls and digital support channels
- Provide clear, accurate, and empathetic assistance while maintaining a patient-centric approach
- Take ownership of member concerns by managing cases through to resolution and ensuring timely follow-ups
- Accurately document interactions, actions taken, and outcomes in internal systems
Cross-Functional Coordination
- Collaborate with internal teams such as MedOps, Product, Finance, and Partnerships to resolve member issues and facilitate next steps
- Endorse tasks, follow-ups, or escalations to relevant teams while ensuring continuity of member experience
Operational Coverage & Scheduling Expectations
- Support a shifting work schedule to ensure adequate coverage for a 24/7 in-house support operation, which may include:
- Rotational shifts (day, mid, or night)
- Work on weekends and Philippine or company-declared holidays, as required by operational needs
- Demonstrate flexibility in scheduling based on business requirements, volume patterns, and team coverage planning
- Maintain reliability, punctuality, and readiness during assigned shifts to support consistent service delivery
Quality, Compliance & Professional Standards
- Uphold company standards for service quality, professionalism, and data privacy at all times
- Ensure compliance with internal policies, healthcare regulations, and confidentiality requirements
- Meet individual and team performance expectations related to service quality, responsiveness, and member satisfaction
Continuous Learning & Improvement
- Participate in training, knowledge-sharing sessions, and process updates to stay current on services, policies, and platform enhancements
- Contribute ideas and feedback that help improve member experience and operational efficiency
Qualifications
- Bachelor’s Degree preferably in a nursing or medical related field
- Preferably with experience in customer success, account management, or related fields.
- Proficient in English and Filipino, spoken and written
- Excellent interpersonal and verbal communication skills for team coordination and managing patient expectations
- Excellent written communication skills — properly document conversations and escalate relevant cases to the team
- Creative, strategic, and proactive in problem solving and identifying opportunities
- Willingness to work hybrid (at least 1x a week on-site)
- Open to Night Shift and Weekend Shifts (Shifts may change depending on business needs)
