Customer Relations Officer

Administrative Responsibilities:

Lead and guide Customer Relations Officers for smooth daily operations.
Report concerns to AVP - HID and Medical Consultant about Health Insurance Affairs.
Create monthly schedules for Customer Relations Officers.
Review admissions monitored by the CRO Unit.

Key Responsibilities:

Support Call Center Agents in line with organizational goals.
Improve well-being for FLIC Clients using healthcare techniques.
Ensure proper functioning of phone and computer systems.
Provide innovative solutions for client concerns.
Help Call Center Agents address client needs effectively.
Maintain records for program and equipment use.
Explain procedures to patients and assist in training Call Center Agents.
Represent the Call Center section in meetings.
Address and resolve call center-related complaints.
Optimize Call Center performance and suggest improvements.

Care Coordination/Customer Care Duties:

Assist in Outpatient (OPD) and Inpatient (IPD) availments.
Respond to inquiries about Health Insurance from members or providers.
Address complaints and provide assistance to clients.
Schedule executive check-ups (ECU) for members.
Monitor all ECU availments.
Perform additional assigned duties.