Customer Success Representative

Hive Health; Pasig; Hybrid; PHP 335,000 - 502,000; Full time

Benefits offered by this job

Day 1 benefits

Healthcare coverage

Career development

Mentorship

Global connections

Job summary

Hive Health in the Philippines is hiring a Customer Success Representative to ensure seamless member experience across the healthcare journey. You will handle inquiries about plans, benefits, and platform usage via calls and digital channels.

This full-time role requires flexibility for a 24/7 in-house support operation with rotating day, mid, or night shifts, weekends and holidays as needed. A Bachelor’s in nursing/medical field, strong English and Filipino communication, and a hybrid work

Qualifications

• Bachelor’s degree preferred in nursing or medical field.
• Experience in customer success or related roles.
• Proficient in English and Filipino, spoken and written.
• Excellent interpersonal and verbal communication.
• Excellent written communication and documentation skills.
• Hybrid work arrangement with at least 1x on-site weekly.
• Open to night shift and weekend shifts.

Responsibilities

• Act as primary contact for member inquiries on plans, benefits, and platform use.
• Provide clear, empathetic assistance with a patient-centric approach.
• Own member concerns to resolution with timely follow-ups.
• Document interactions and outcomes in internal systems.
• Collaborate with MedOps, Product, Finance, and Partnerships to resolve issues.
• Support a 24/7 in-house operation with rotating shifts.

Skills

Interpersonal skills

Verbal communication

Written communication

Bilingual English/Filipino

Problem solving

Hybrid work

Night/Weekend shifts

Customer success experience

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 Success 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 success, 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.
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