Customer Care Representative

Hivehealth; Pasig; Hybrid; PHP 279,000 - 391,000; Full time

Benefits offered by this job

Healthcare coverage

Paid time off

Mentorship and career development

Global connections

Job summary

Hive Health in the Philippines is seeking a Customer Care Representative to assist members with healthcare plans, benefits, and claims across calls and digital channels. You will ensure accurate information, empathetic support, and timely case resolution while documenting interactions in internal systems.

Join a cross-functional team (MedOps, Product, Finance, Partnerships) and contribute to maintaining service quality and privacy.

Qualifications

• Bachelor’s degree preferably in a nursing or medical related field.
• Preferably with experience in customer support, account management, or related fields.
• Proficient in English and Filipino, spoken and written.

Responsibilities

• 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.
• 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.
• Support a shifting work schedule to ensure adequate coverage for a 24/7 in-house support operation, including rotational shifts and weekend/holiday work.
• Demonstrate flexibility in scheduling based on business requirements and coverage planning.
• Maintain reliability, punctuality, and readiness during assigned shifts.
• Uphold company standards for service quality, professionalism, and data privacy; ensure compliance with policies and confidentiality; meet performance expectations.
• Participate in training and process updates; contribute ideas to improve member experience and operational efficiency.

Skills

Customer support

Account management

Communication

Education

Bachelor's degree in nursing or medical field

Job description

Ready to make an impact? At Hive Health, we’re on a mission to make healthcare radically more accessible for all—and we need passionate, driven individuals to help us make it happen. If you thrive in a fast-paced, innovative environment and want to work on solutions that truly matter, we’d love to meet you!

Responsibilities

• As a Customer Care 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 support, 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 elevate 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)

Join our team as we revolutionalize healthcare in the Philippines and beyond!

Day 1 benefits for full-time employees - because we practice what we preach! Enjoy comprehensive healthcare coverage for you and your dependent, and paid time off from the start.
Grow with us - mentorship, career development, and learning opportunities to help you thrive.
Global connections - gain insights and support from top minds at Harvard, Stanford, and beyond.