Care Coordinator

Equicom Services, Inc.; Makati; Presencial; PHP 240.000 - 360.000; Jornada completa

Descripción de la vacante

Equicom Services Inc. in Makati City seeks a Care Coordinator to handle inbound and outbound calls, promote programs, enroll customers, and address inquiries while ensuring a positive customer experience.

You will provide accurate program information, assist with enrollments, coordinate with other departments, and adhere to data privacy and security policies while meeting campaign targets.

Formación

• Graduate of any four year medical or non medical allied courses.
• Non-Medical Allied Graduate with call center experience (Minimum 6 months experience).

Responsabilidades

• Handle inbound and outbound calls to promote programs and enroll customers.
• Provide accurate information about Active Life Program and other campaigns.
• Coordinate enrollment and follow-up with appropriate departments to resolve inquiries.

Conocimientos

Call center experience

Attention to detail

Listening skills

Educación

Graduate of any four year medical or non medical allied courses

Descripción del empleo

Equicom Services Inc. is currently looking for Care Coordinator

Location: 3F Equicom Center 3308 Zapote St., Brgy. Sta. Cruz, Makati City

Language: Tagalog/Taglish

Basic Functions:

Responsible for receiving inbound/ conducting outbound calls to promote company programs,

products, and services, facilitate customer enrollment, address inquiries, and handle customer

concerns and complaints to ensure a positive customer experience. Provides accurate

information, assists with customer requests, conducts necessary follow-ups, and coordinates

with appropriate departments to ensure timely resolution of concerns and achievement of

campaign objectives.

PRIMARY DUTIES AND RESPONSIBILITIES:

• 1. Conducts outbound calls to members, customers, and prospective program participants under Telemedicine- Active Life Program, Contact Center Department, and/or other campaigns as assigned by Operations.
• a. Performs proactive outbound calls for program awareness, member engagement, enrollment, follow-ups, and other campaign-related activities.
• b. Ensures professional, courteous, and effective communication during every customer interaction.
• 2. Provides accurate and comprehensive information regarding the Active Life Program and/or other assigned campaigns.
• a. Explains program objectives, eligibility requirements, enrollment procedures, benefits, and participation guidelines.
• b. Encourages eligible members to enroll and actively participate in the program.
• c. Addresses inquiries, concerns, and objections to facilitate successful enrollment and engagement.
• 3. Facilitates member enrollment, follow-ups, and coordination with appropriate departments.
• a. Assists members throughout the enrollment process and ensures accurate documentation of member information.
• b. Conducts follow-up calls regarding pending enrollment, program participation, approvals, and other campaign-related concerns.
• c. Reviews, understands, assesses, and accurately communicates relevant medical documents and information within the scope of assigned responsibilities.
• d. Endorses inquiries concerning medical procedures, approvals, and other concerns to the appropriate department for further assessment and action.
• 4. Handles every outbound call with a high degree of accuracy, professionalism, and attention to detail.
• a. Ensures that all information communicated to members is accurate, complete, and consistent with approved program guidelines and company policies.
• b. Avoids providing misleading, incomplete, or unauthorized information regarding medical benefits, coverage, and program eligibility.
• c. Maintains accurate and complete call documentation, including call outcomes, member responses, enrollment status, and follow-up requirements.
• 5. Meets established Key Result Areas (KRAs), performance scorecards, and campaign‑specific targets.
• a. Achieves required outbound call volume, contact rates, successful enrollment or conversion rates, productivity, and quality assurance scores.
• b. Maintains accurate and timely submission of campaign reports, call dispositions, and other required documentation.
• c. Complies with call handling standards, approved scripts, service-level requirements, and other performance metrics established by Operations.
• d. Participates in coaching sessions, performance reviews, and process improvement initiatives to ensure continuous improvement.
• 6. Complies with the organization's Information Security and Data Privacy policies, procedures, and guidelines to ensure the protection of sensitive and confidential information.
• a. Safeguards the confidentiality, integrity, and availability of all customer, member, and organizational information.
• b. Adheres to established protocols for securely handling, storing, accessing, and transmitting personal and sensitive health information.
• c. Ensures compliance with applicable legal and regulatory requirements, including the Data Privacy Act of 2012 and relevant organizational policies.
• 7. Attends mandatory annual Information Security (InfoSec) and Data Privacy Act (DPA) awareness training to remain updated on information security practices, data protection requirements, and relevant compliance obligations.
• 8. Performs other related, analogous, and pertinent functions as may be assigned by immediate superiors or Operations Management from time to time, based on business requirements and campaign needs.

QUALIFICATIONS:

• 1. Graduate of any four year medical or non medical allied courses
• 2. Non-Medical Allied Graduate with call center experience or any related previous jobs (Minimum of 6 months experience)

CHARACTERISTICS:

• 1. Willing to undergo atleast 2 weeks training
• 2. Flexible to work on any given schedule (Including any rest days and Graveyard shifts)
• 3. Must have a high attention to details and with good listening and comprehension skills
• 4. Willing to be reassigned to other departmental task based on operations needs
• 5. Willing to work under pressure and minimal supervision