Customer Management Associate

AIA Shared Services; Makati; On-site; PHP 223,000 - 335,000; Full time

Job summary

MediCard Phils., Inc. is seeking a dynamic professional to handle phone inquiries and coordinate with departments to resolve member concerns. The role supports both in-patient and out-patient verifications and maintains accurate member status information.

The position involves assisting customers, logging complaints, and ensuring timely responses while meeting service targets in a busy health-care environment. MediCard is an Equal Opportunity Employer and committed to diversity and inclusion.

Responsibilities

• Handles telephone inquiries and provides corresponding assistance promptly.
• Facilitates the validation, verification and approval of out-patient consultations and procedures.
• Facilitates dental inquiries.
• Prepares the patient information sheets of phoned-in reports of hospital admissions.
• Coordinates with the Underwriting Department (URG) and the Revenue Management Department (RMD) to verify the membership and payment status of members who are availing their benefits whether in-patient or out-patient basis.
• Receives and logs customer complaints using the specified form and tries to deliver solutions/actions to these complaints.
• Assists internal customers to their various concerns.
• Should be able to entertain an average of at least 6 patients per/hour / 48 patients per day as assessed per week and per month.

Job description

MediCard Phils., Inc. is one of the country's leading HMO and the only HMO founded and run by Doctors. Since its inception, the concept of service-oriented total health care has been the molding ideal of MediCard. The competition is vast, and the benefits being offered by the competitors are tempting. However, MEDICard has taken the lead in providing innovative and productive ideas that cut down the cost of health maintenance without compromising its quality. MediCard now boasts of more than half a million members and over 54,000 accredited doctors in over 1,000 hospitals and clinics nationwide. It also operates 16 MediCard free-standing clinics that provide services at par with those offered by hospitals minus the confinement. MediCard is currently looking for assertive, dynamic and energetic individuals to fill up the following vacancy: The role is responsible to provide assistance to all phone-in inquiries and requests regarding, but not limited to, customer assistance, customer complaints, in-patient and out-patient verification, membership status, etc. and to coordinate with other departments, if necessary, in order to address such concerns.

DUTIES & RESPONSIBILITIES

• Handles telephone inquiries and provides corresponding assistance promptly.
• Facilitates the validation, verification and approval of out-patient consultations and procedures.
• Facilitates dental inquiries
• Prepares the patient Information sheets of phoned-in reports of hospital admissions.
• Coordinates with the Underwriting Department (URG) and the Revenue Management Department (RMD) to verify the membership and payment status of members who are availing their benefits whether in-patient or out-patient basis.
• Receives and logs customer complaints using the specified form and tries to deliver solutions/actions to these complaints.
• Assists internal customers to their various concerns.
• Should be able to entertain an average of at least 6 patients per/hour / 48 patients per day as assessed per week and per month.

CMA evaluation is roughly based on the following parameters.

At MediCard, we believe that diversity and inclusion are essential to fostering innovation, collaboration, and growth. We are committed to creating a workplace where everyone, regardless of gender, race, ethnicity, age, sexual orientation, disability, or any other characteristic, feels valued and empowered to contribute their unique perspectives and talents. Our inclusive hiring practices ensure that we attract, hire, and retain the best talent from all backgrounds. We strive to provide equal opportunities for all candidates and promote a culture of respect, fairness, and transparency. We are dedicated to continuously improving our processes and policies to eliminate biases and barriers, ensuring that every employee has the support and resources they need to thrive.

MediCard is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.