Director of Customer Experience & Service Operations

Medicare Plus Inc; Manila; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Medicare Plus Inc in Manila is seeking an experienced Customer Service Leader to oversee operations of our HMO customer service teams. This on-site role requires 5–8 years in customer service, with at least 10 years in management, and a Bachelor’s degree in Healthcare-related field.

You will develop service strategies, drive performance metrics, and ensure compliance with HMO policies and PHIC guidelines while coaching staff and handling high-level cases for members and corporate clients.

Qualifications

• Bachelor's degree in Medical Allied, Healthcare Management, or related field.
• 5–8 years of customer service experience, preferably in HMO/healthcare.
• Minimum 10 years in a managerial or leadership role.

Responsibilities

• Develop and implement customer service strategies and standards.
• Oversee daily operations of customer service teams (calls, emails, walk-ins).
• Ensure timely resolution of member concerns, complaints, and escalations.
• Monitor performance metrics and drive improvements.
• Collaborate with internal departments (claims, providers, concierge, operations).
• Ensure compliance with HMO policies and PHIC guidelines.
• Lead training, coaching, and development of customer service staff.
• Handle high-level or sensitive cases involving members or corporate clients.
• Identify opportunities to enhance customer experience and service efficiency.

Skills

Customer service leadership

Operations management

Stakeholder collaboration

Education

Bachelor's degree in Healthcare Management

Job description

Medicare Plus Inc in Manila is seeking an experienced Customer Service Leader to oversee operations of our HMO customer service teams. This on-site role requires 5–8 years in customer service, with at least 10 years in management, and a Bachelor’s degree in Healthcare-related field.

You will develop service strategies, drive performance metrics, and ensure compliance with HMO policies and PHIC guidelines while coaching staff and handling high-level cases for members and corporate clients.