Account Services Supervisor - 24/7 Customer Care Lead

Maxicare; Makati; On-site; PHP 279,000 - 424,000; Full time

Job summary

Maxicare in Makati is seeking a Customer Care Associate with 1–3 years of experience to support LOA processing and member inquiries. You will assess coverage, explain why certain benefits are not covered, and ensure proper documentation in the system.

This role requires collaborating with the team, handling 24/7 shift coverage, and escalating complex cases according to procedures. Strong communication and a commitment to resolving member concerns are essential.

Responsibilities

• Issues Letter of Authority after assessment of coverage, professionally explainsnon-coverage rationale to members
• Screens, assess and processes availment cases based on procedures and benefitapplications 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 beyondthe Specialists’ authority limits include tagging of special approval
• Ensures operating costs reduction by property implementing use of officesupplies/facilities including power, internet and phones
• Complies in delivering excellent customer service by providing resolution to theirqueries 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

Job description

Maxicare in Makati is seeking a Customer Care Associate with 1–3 years of experience to support LOA processing and member inquiries. You will assess coverage, explain why certain benefits are not covered, and ensure proper documentation in the system.

This role requires collaborating with the team, handling 24/7 shift coverage, and escalating complex cases according to procedures. Strong communication and a commitment to resolving member concerns are essential.