Helpdesk Specialist

2 weeks ago

Manila, National Capital Region, Philippines Manpower Philippines Full time

Helpdesk Specialist

Level: Rank and File

Leadership Responsibility: NA

Reporting Line: Helpdesk Supervisor

Position Accountability Statement:

Accountable for the accurate implementation of members' healthcare benefit policies at the assigned Helpdesks focusing on utilization management and the delivery of superior customer services.

Broad Responsibility Highlights:

The following broad responsibility statements are representative of the basic expectations about the role or function. Depending on business needs and exigencies, these responsibility statements may be modified. Critical to any leadership function is the need to demonstrate flexibility and agility in adapting to the changing requirements of the business.

Ensures understanding of KRA targets such as timely handling of availing services, serving time, waiting time, and other metrics to efficiently achieve targets

Forwards LOA to Cost Centers, Departments or Doctor's clinics

Trains new CCRs

Updates the system files on doctors' schedules and rates of procedures and tests, informs provider relations team of the changes or updates

Endorses In-Patient cases to the Roving Department

Assists or accompanies VIP Members to the clinic, laboratories, radiology clinics, and other facilities

Refers and redirects members to inexpensive clinics or hospitals for availing same services

Desired Skills and Competencies

Customer-centric

Results-focused

Collaboration

Innovation

Communication

Professional Qualification:

Preferably, a graduate of 4-5 year medical-allied degree

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