Customer Care Manager for Dialysis Machines & Supplies/20k/Makati

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.

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.