Customer Care Representative

Hive Health Philippines, Inc.; Pasig; Hybrid; PHP 290,000 - 424,000; Full time

Job summary

Hive Health Philippines, Inc. is seeking a Customer Care Representative to support members across their healthcare journey. You will handle inquiries related to plans, benefits, and claims via calls and digital channels, delivering clear, empathetic assistance.

This role requires teamwork with MedOps, Product, Finance, and Partnerships, ownership of cases through resolution, and meticulous documentation in internal systems. A hybrid schedule with at least one on-site day per week is expected.

Qualifications

• Bachelor's degree in nursing or medical-related field preferred.
• Experience in customer support or related fields preferred.
• Proficient in English and Filipino, spoken and written.
• Strong interpersonal and verbal communication skills.
• Willingness to work hybrid (at least 1x a week on-site) and flexible night/weekend shifts.

Responsibilities

• Be the primary contact for member inquiries across healthcare plans, benefits, claims, and platform usage.
• Provide clear, empathetic assistance with a patient-centric approach.
• Take ownership of member concerns by managing cases through to resolution and 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 issues.

Skills

English proficiency

Filipino proficiency

Excellent communication

Customer service mindset

Problem solving

Education

Bachelor's degree in nursing/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

• 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.