Customer Care Agent

RMC2 Consultancy Corporation; Antipolo; On-site; PHP 250,000 - 360,000; Full time

Job summary

RMC2 Consultancy Corporation is hiring a dedicated HMO Customer Support Specialist in the Philippines to serve as the primary contact for all HMO inquiries, providing accurate information on coverage, benefits, and procedures with empathy and professionalism.

You will handle LOA requests, hospital and clinic coordination, patient documentation, and timely resolution of concerns, while maintaining precise records and collaborating with providers in a fast-paced, digital-first setting.

Qualifications

• Bachelor’s degree or equivalent in a related field.
• Experience in customer service, sales support, insurance, HMO, or healthcare is advantageous.
• Strong written communication in English and Filipino.

Responsibilities

• Serve as the primary contact for all HMO inquiries and concerns.
• Provide accurate information on HMO coverage, benefits, and procedures.
• Process LOA requests, hospital/clinic coordination, and APE scheduling.
• Assist clients with HMO applications and service requests.
• Ensure timely resolution of HMO complaints with professionalism.
• Follow up on pending LOAs, approvals, and medical service requests.
• Coordinate with hospitals, clinics, and HMO providers.
• Maintain and update client records and HMO transactions.
• Escalate urgent concerns to the appropriate team or provider.
• Prepare reports related to HMO transactions and concerns.

Skills

Customer service orientation

English/Filipino communication

CRM familiarity

Multitasking

Attention to detail

Empathy

Education

Bachelor's Degree in Business Administration, Marketing, Communications, Healthcare Management, or related field (preferred)

Tools

CRM systems

Digital messaging platforms

Job description

About the role

Serve as the primary point of contact for all HMO-related inquiries and concerns, providing accurate information on HMO coverage, benefits, and procedures while ensuring timely resolution of client issues with professionalism and empathy.

Key responsibilities

• Serve as the primary point of contact for all HMO-related inquiries and concerns

• Provide accurate information on HMO coverage, benefits, and procedures

• Process HMO concerns, including LOA (Letter of Authorization) requests, hospital and clinic coordination, and APE (Annual Physical Exam) scheduling

• Assist clients with HMO applications, documentation, and service requests

• Ensure timely resolution of HMO-related complaints with professionalism and empathy

• Conduct follow-ups on pending LOAs, approvals, and medical service requests

• Coordinate with hospitals, clinics, and HMO providers for efficient service delivery

• Maintain and update client records and HMO transactions

• Escalate complex or urgent HMO concerns to the appropriate team or provider

• Prepare reports related to HMO transactions and client concerns

About you

• Bachelor's Degree in Business Administration, Marketing, Communication, Healthcare Management, or related field (preferred)

• Experience in customer service, sales support, insurance, HMO, or healthcare industry is an advantage

• Strong written communication skills in English and Filipino (Taglish proficiency preferred)

• Familiarity with digital messaging platforms and CRM or chat-based systems

• Ability to multitask and manage multiple conversations efficiently

• Customer-oriented, patient, and solution-focused mindset

• Basic understanding of HMO, Life, or Non-Life Insurance products is an advantage

• Strong attention to detail and organizational skills

• Ability to work in a fast-paced, digital-first environment

• Willingness to work on shifting schedules if required