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Healthcare Operations Manager

1 week ago

Manila, National Capital Region, Philippines Maxicare Health Care Full time
Job Description

We are seeking a highly skilled and experienced Contact Center Specialist to join our team at Maxicare Health Care.

The primary responsibility of this role is to oversee the overall operations of our Contact Centers, ensuring that all customer inquiries and issues are resolved efficiently and effectively.

The ideal candidate will have excellent communication and interpersonal skills, as well as the ability to work in a fast-paced environment. They should be able to provide exceptional customer service, both over the phone and via email or chat.

This is an excellent opportunity for someone who is passionate about delivering outstanding customer experiences and wants to make a meaningful contribution to our organization.

  • Issues Letter of Authority after assessment of coverage, professionally explaining non-coverage rationale to members.
  • Screens, assesses, and processes availment cases based on procedures and benefit applications guidelines.
  • Ensures all transactions in the system are documented and filed accordingly.
  • Responds to inquiries and complaints at first-hand resolution (if possible) on customers' feedback and issues raised.
  • Escalates complex availment cases based on set escalation procedures.
  • Collaborates with team members to achieve agreed Key Results Areas.
  • Complies with pre-advised shift schedule and ensures support for Operations 24/7.
  • Secures overriding approval from the Customer Care Supervisor for LOAs beyond the Specialists' authority limits, including tagging of special approval.
  • Ensures operating costs reduction by properly implementing use of office supplies/facilities, including power, internet, and phones.
  • Delivers excellent customer service by providing resolution to their queries and issues.
  • Can attend to all types of inquiries and requests of the client.
  • Can be assigned to different roles and tasks.