Account Services Supervisor

Maxicare Healthcare Corporation; Lipa; On-site; PHP 223,000 - 357,000; Full time

Job summary

Maxicare Healthcare Corporation in the Philippines seeks a customer service professional to issue Letters of Authority after coverage assessment, clearly explain non-coverage rationale to members, and help assess availment cases.

You will document transactions, respond to inquiries with first-contact resolution when possible, escalate complex cases, and collaborate with the team to meet key results while supporting 24/7 operations.

Job description

• Issues Letter of Authority after assessment of coverage, professionally explains non-coverage rationale to members
• Screens, assess and processes availment cases based on procedures and benefit applications guidelines.
• Ensures all transactions in the system are documented and filed accordingly
• Responds 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 the agreed Key Results Areas
• Complies to pre-advised shift schedule and ensures to support Operations 24/7.
• Secures overriding approval from the Customer Care Supervisor for LOAs beyond the Specialists’ authority limits include tagging of special approval
• Ensures operating costs reduction by property implementing use of office supplies/facilities including power, internet and phones
• Complies in delivering excellent customer service by providing resolution to their queries and issues.
• Can attend to all types of Inquiries and request of the client
• Can assign to different roles and task such as voice and non-voice