As a Customer Support Representative, you play a key role in ensuring a seamless and positive experience for members across their healthcare journey
Act as a primary point of contact for member inquiries related to healthcare plans, benefits, care availments, claims, and platform usage through calls and digital support channels
Provide clear, accurate, and empathetic assistance while maintaining a patient-centric approach
Take ownership of member concerns by managing cases through to resolution and ensuring timely follow-ups
Accurately document interactions, actions taken, and outcomes in internal systems
Collaborate with internal teams such as MedOps, Product, Finance, and Partnerships to resolve member issues and facilitate next steps
Support a shifting work schedule to ensure adequate coverage for a 24/7 in-house support operation
Uphold company standards for service quality, professionalism, and data privacy at all times
Participate in training, knowledge-sharing sessions, and process updates to stay current on services, policies, and platform enhancements

Bachelor’s Degree preferably in a nursing or medical related field
Preferably with experience in customer support, account management, or related fields
Proficient in English and Filipino, spoken and written
Excellent interpersonal and verbal communication skills for team coordination and managing patient expectations
Excellent written communication skills — properly document conversations and escalate relevant cases to the team
Creative, strategic, and proactive in problem solving and identifying opportunities
Willingness to work hybrid (at least 1x a week on-site)
Open to Night Shift and Weekend Shifts

Customer Support Representative

Key skills