Customer Success Representative

Responsibilities

As a Customer Success Representative, you play a key role in ensuring a seamless and positive experience for members across their healthcare journey. This role supports a continuously operating customer support function and requires flexibility to meet evolving business needs.

Member Support & Experience

• 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

Cross-Functional Coordination

• Collaborate with internal teams such as MedOps, Product, Finance, and Partnerships to resolve member issues and facilitate next steps
• Endorse tasks, follow-ups, or escalations to relevant teams while ensuring continuity of member experience

Operational Coverage & Scheduling Expectations

• Support a shifting work schedule to ensure adequate coverage for a 24/7 in-house support operation, which may include:
• Rotational shifts (day, mid, or night)
• Work on weekends and Philippine or company-declared holidays, as required by operational needs
• Demonstrate flexibility in scheduling based on business requirements, volume patterns, and team coverage planning
• Maintain reliability, punctuality, and readiness during assigned shifts to support consistent service delivery

Quality, Compliance & Professional Standards

• Uphold company standards for service quality, professionalism, and data privacy at all times
• Ensure compliance with internal policies, healthcare regulations, and confidentiality requirements
• Meet individual and team performance expectations related to service quality, responsiveness, and member satisfaction

Continuous Learning & Improvement

• Participate in training, knowledge-sharing sessions, and process updates to stay current on services, policies, and platform enhancements
• Contribute ideas and feedback that help improve member experience and operational efficiency

Qualifications

• Bachelor’s Degree preferably in a nursing or medical related field
• Preferably with experience in customer success, 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 (Shifts may change depending on business needs)