Customer Care Supervisor (Healthcare Accounts)- Makati City

Job Title: Customer Care Supervisor (Healthcare Accounts)
Location: Makati Office
Reports To: Senior Management Team
Position Overview:
We are seeking a dedicated and experienced Customer Care Supervisor to lead our customer
service team in managing healthcare accounts. This role involves overseeing daily operations,
ensuring high-quality service delivery, and managing a team of customer service
representatives who address inquiries, resolve issues, and maintain positive relationships with
patients, providers, and healthcare clients. The ideal candidate will have a strong background in
customer care within the healthcare sector, excellent leadership skills, and the ability to ensure
compliance with healthcare regulations and standards.

Key Responsibilities:
 Team Supervision & Leadership:
o Manage a team of medical officers, ensuring the team is motivated, well-trained,
and provides exceptional service.
o Conduct regular performance reviews, provide feedback, and implement training
programs to enhance skills and knowledge.
o Foster a positive and collaborative team environment that encourages high
morale and continuous improvement.

 Customer Issue Resolution:
o Oversee the resolution of customer complaints or issues related to healthcare
availment, ensuring timely and satisfactory outcomes.
o Handle escalated customer issues with empathy, professionalism, and effective
problem-solving techniques.
o Monitor call quality and customer interactions, ensuring all interactions align with
the company’s policies and healthcare industry standards.

 Quality Assurance & Compliance:
o Ensure that the team follows the data protection laws, and corporate SOB &
guidelines when handling sensitive customer information.
o Monitor and enforce adherence to service level agreements (SLAs) and quality
standards.
o Prepare and analyze reports on service performance, identifying areas for
improvement and implementing corrective actions.

 Collaboration & Coordination:

o Work closely with internal departments, including billing, claims, and corporate
accounts and service providers, to ensure a smooth and efficient customer
experience.
o Collaborate with other teams to ensure that customer needs are met across
various channels, including phone, email, and online portals.

 Process Improvement:
o Identify trends and recurring issues in customer feedback and work with the
leadership team to develop solutions.
o Suggest improvements in processes, procedures, or tools that would enhance
the customer care experience and operational efficiency.

 Training & Development:
o Lead onboarding and ongoing training for new and existing staff on customer
service best practices, healthcare policies, and industry regulations.
o Maintain up-to-date knowledge of healthcare services, products, and industry
changes, ensuring the team is well-informed.

 Performance Metrics & Reporting:
o Track key performance indicators (KPIs), such as customer satisfaction,
resolution time, and team productivity.
o Provide regular performance updates to senior management and propose
strategies for improving service delivery and customer satisfaction.

Qualifications & Skills:
 Education:
o Bachelor’s degree in Healthcare Administration, Business Administration, or
related field (preferred).
o Certification in customer service or healthcare management is a plus.
 Experience:
o 3+ years of experience in a customer service or call center role, with at least 1-2
years in a supervisory capacity.
o Previous experience in healthcare or a related industry (insurance, medical
billing, hospital administration, etc.) is highly preferred.

 Knowledge & Skills:
o Strong understanding of healthcare operations.
o Excellent communication skills, both verbal and written.
o Proven leadership abilities, including conflict resolution, team management, and
performance monitoring.

o Ability to work in a fast-paced, high-pressure environment and handle sensitive
customer issues with professionalism and discretion.
o Proficient in customer service software and Microsoft Office Suite (Excel, Word,
etc.).
 Personal Attributes:
o Empathetic and patient-centered approach to customer service.
o Detail-oriented, with excellent problem-solving and analytical skills.
o Ability to work well under pressure and meet deadlines while maintaining a
positive attitude.
o Strong interpersonal skills and the ability to build relationships with customers
and internal stakeholders.

Salary Range
Php 20,000 basic salary with Php 10,000 allowances
Job Location
AMAPHIL (Advanced Medical Access Philippines Inc.) affiliate company
Unit 501, Aralco Building, 820 J.P Rizal Street, Brgy. Poblacion, Makati, 1210 Metro
Manila
Work Schedule
40 hours work schedule (Monday- Friday)