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
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
Support a shifting work schedule to ensure adequate coverage for a 24/7 in-house support operation
Uphold company standards for service quality, professionalism, and data privacy at all times
Ensure compliance with internal policies, healthcare regulations, and confidentiality requirements
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

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)

Customer Success Representative

Key skills