Customer Care Supervisor (Healthcare Accounts)

Job Title: Customer Care Supervisor (Healthcare Accounts)
Location: Makati Office

Position Overview
We are seeking a dedicated and experienced Customer Care Supervisor to lead our 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
-Lead and manage a team of medical officers to ensure they are motivated, well-trained, and providing exceptional service.
-Conduct regular performance reviews, provide feedback, and implement training programs to enhance skills and knowledge.
-Foster a positive and collaborative team environment, encouraging high morale and continuous improvement.

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

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

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

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

Training & Development:
-Lead onboarding and ongoing training for new and existing staff on customer service best practices, healthcare policies, and industry regulations.
-Maintain up-to-date knowledge of healthcare services, products, and industry changes, ensuring the team is well-informed.
-Performance Metrics & Reporting
-Track key performance indicators (KPIs), such as customer satisfaction, resolution time, and team productivity.
-Provide regular performance updates to senior management and propose strategies for improving service delivery and customer satisfaction.

Qualifications & Skills:

Education:
-Bachelor’s degree in Healthcare Administration, Business Administration, or a related field (preferred).
-Certification in customer service or healthcare management is a plus.

Experience
-3+ years of experience in a customer service or call center role, with at least 1-2 years in a supervisory capacity.
-Previous experience in healthcare or a related industry (insurance, medical billing, hospital administration, etc.) is highly preferred.

Knowledge & Skills
-Strong understanding of healthcare operations.
-Excellent communication skills, both verbal and written.
-Proven leadership abilities, including conflict resolution, team management, and performance monitoring.
-Ability to work in a fast-paced, high-pressure environment and handle sensitive customer issues with professionalism and discretion.
-Proficiency in customer service software and Microsoft Office Suite (Excel, Word, etc.).

Personal Attributes
-Empathetic and patient-centered approach to customer service.
-Detail-oriented, with excellent problem-solving and analytical skills.
-Ability to work well under pressure and meet deadlines while maintaining a positive attitude.
-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
Brgy. Poblacion, Makati, 1210 Metro Manila

Work Schedule
40 hours work schedule (Monday - Friday)