Member Services Manager
5 days ago
Department: Operations / Member Services
Reports To: VP of Operations
Location: Makati
Employment Type: Full-Time
Job Summary
The Member Services Manager is responsible for overseeing the delivery of exceptional service to health plan members, ensuring timely resolution of inquiries, claims, and benefit-related concerns. This role leads a team of customer service professionals, drives process improvements, and ensures compliance with service-level agreements (SLAs) and regulatory standards. The ideal candidate is a strategic thinker with strong leadership skills and a passion for member advocacy.
Key Responsibilities
- Lead and manage the Member Services team to ensure high-quality service delivery across all channels (phone, email, chat)
- Monitor daily operations and ensure adherence to SLAs, KPIs, and quality standards
- Develop and implement member engagement strategies to improve satisfaction and retention
- Handle escalated member issues with professionalism and empathy, ensuring timely resolution
- Collaborate with Claims, Provider Relations, and IT teams to streamline workflows and resolve cross-functional issues
- Analyze service trends and member feedback to identify areas for improvement
- Prepare and present regular performance reports to senior management
- Conduct training, coaching, and performance evaluations for team members
- Ensure compliance with data privacy, healthcare regulations, and internal policies
Qualifications
- Required: Singapore Certifications on: BCP, PGI and HI
- Bachelor's degree in Healthcare Administration, Business, or related field (Master's preferred)
- Minimum 5 years of experience in customer service or member services, preferably in healthcare, TPA or insurance
- Proven leadership experience managing service teams in a high-volume environment
- Strong knowledge of healthcare benefits, claims processes, and regulatory requirements
- Excellent communication, conflict resolution, and interpersonal skills
- Ability to analyze data and make strategic decisions based on insights
Job Type: Full-time
Pay: Php70, Php80,000.00 per month
Work Location: In person
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