Customer Care Supervisor

QUALIFICATIONS:
- Bachelor’s degree in Healthcare Administration, Business Administration, or a related field (preferred).
- Certification in customer service or healthcare management is a plus.
- 3+ years of experience in customer service or a 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.
- 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.
- Proficient in customer service software and Microsoft Office Suite (Excel, Word, etc.).
- 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.

RESPONSIBILITIES:

Team Supervision & Leadership:
- Manage a team of medical officers, ensuring they are motivated, well-trained, and provide exceptional service.
- Conduct regular performance reviews, provide constructive feedback, and implement training programs to enhance skills and knowledge.
- Foster a positive and collaborative team environment that promotes 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, ensuring all engagements align with the company’s policies and healthcare industry standards.

Quality Assurance & Compliance:
- Ensure the team complies with data protection laws and corporate Standard Operating Procedures (SOPs) 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 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 to processes, procedures, or tools to 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.
- Stay updated on healthcare services, products, and industry changes to ensure the team remains 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 to improve service delivery and customer satisfaction.

SALARY:
Php 20,000 basic salary with a Php 10,000 allowance