DIRECTOR for Customer Service
Full-time
Medicare Plus Inc
Key Responsibilities: - Develop and implement customer service strategies and standards
- Oversee daily operations of customer service teams (calls, emails, walk-ins)
- Ensure timely and effective resolution of member concerns, complaints, and escalations
- Monitor performance metrics (e.g., response time, satisfaction ratings) and drive improvements
- Collaborate with internal departments (claims, providers, concierge, operations)
- Ensure compliance with HMO policies and regulations, including Philippine Health Insurance Corporation guidelines
- Lead training, coaching, and development of customer service staff
- Handle high-level or sensitive cases involving members or corporate clients
- Identify opportunities to enhance customer experience and service efficiency
Qualifications:
- Bachelor’s degree in Medical Allied, Healthcare Management, or related field
- At least 5–8 years of experience in customer service, preferably in HMO/healthcare
- Minimum 10 years in a managerial or leadership role
- Strong knowledge of HMO operations and customer service best practices
Vacancy posted 15 days ago
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