Customer Service Supervisor

1 week ago

Makati, Philippines Eastwest Healthcare Inc. Full time

Educational Attainment College Graduate Years of Relevant Experience 3-5 years in healthcare service or customer service, with at least 1-2 years in a supervisory or team lead capacity Area/s of Experience Healthcare service delivery, call center operations, or medical LOA coordination; experience in handling escalations and case evaluations preferred Knowledge Strong understanding of HMO operations, medical background preferred; familiarity with LOA processes and healthcare provider coordination is an advantage. Skills Proficient in MS Office and other relevant systems (ERP, Smartsheet) Strong analytical, decision-making, and problem-solving skills Effective written and verbal communication skills Ability to create and implement work schedules and monitor performance metrics Competencies Leadership and team management skills, including coaching and performance evaluation Ability to manage escalations and high-cost case approvals with defined authority limits Proficiency in delivering exceptional customer service and managing complex interactions Licensure N/A Others Willing to undergo trainings, amenable to night shift and shifting schedule, preferably able to work from home (has own laptop, stable internet connection, etc.) Responsibilities Provide assistance to the Compliance Officer with respect to all compliance matters to ensure that the company is conducting its business in full compliance with relevant regulations. Conduct an Independent Compliance Testing (ICT) and prepare compliance reports summarizing the findings/recommendations for presentation to management. Assist the Compliance Officer in overseeing, coordinating, and managing the implementation of compliance program which includes identification, monitoring and mitigating the compliance risks. Assist the Compliance Officer in developing, implementing, and maintaining the company’s compliance and AML programs, policies and procedures to ensure adherence to all applicable laws, regulations and industry standards. Assist the Compliance Officer in monitoring the regulatory changes and provide guidance to the company to mitigate compliance risk and impact. Assist the Compliance Officer in maintaining a strong relationship with regulatory bodies. Ensure training requirements are conducted for employees, officers and directors to promote a culture of compliance. Perform compliance training to employees, officers and directors for compliance information. Assist the Compliance Officer in ensuring compliance with the Code of Governance. Monitor and execute timely submission of regulatory reports to regulatory bodies. Coordinate with relevant units/department to ensure compliance with the regulatory requirements. Assist the Compliance Officer in cascading new regulatory requirements to relevant units and senior management. Assist the Compliance Officer to foster a strong risk and compliance culture across the organization. Perform administrative tasks as delegated by the Compliance Officer. Assist in Policy Advisory Group (PAG) Assist in Finance Reconciliation Project (Billing and Collection) #J-18808-Ljbffr

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