Email Chat Support Staff

GROW Vite; Makati; On-site; PHP 223,000 - 391,000; Full time

Job summary

Philcare is seeking a customer service professional to respond to member inquiries across digital and social media channels, and to support outpatient approvals and LOA issuance. You will resolve member concerns and coordinate with providers as needed to ensure smooth service delivery.

The role requires medical-allied education, excellent communication, and comfort with digital platforms. This position emphasizes accurate information flow and timely responses to members.

Qualifications

• Graduate of a medical-allied course (e.g., Nursing, MedTech, Psychology).
• Excellent written and verbal communication.
• Comfortable handling inquiries via digital and social media platforms.
• Basic knowledge of medical terms and procedures.

Responsibilities

• Responds to member queries from digital and social media platforms (Member Gateway, Facebook, Twitter, Email, Livechat, Heyphil).
• Handles Outpatient Approvals to support spill over of calls from call centers.
• Issues Letter of Authorization (LOA) based on Philcare guidelines from member and provider requests on digital channels.
• Provides resolution on member concerns or issues that may lead to a complaint.
• Occasional outreach to Philcare affiliated providers for LOA issuance and related concerns.

Skills

Good communication skills

Digital & social media inquiryHandling

Basic medical terminology

Education

Medical-allied course

Job description

• Responds to various member queries captured from the digital and social media platforms of Philcare (Member Gateway, Facebook, Twitter, Email, Livechat, and Heyphil)
• Handles Outpatient Approvals to support the spill over of calls from the call centers.
• Issues Letter of Authorization (LOA) based on the authorized limits, guidelines and protocols of Philcare from the captured requests of members and affiliated providers on the various digital channels
• Provides resolution on members concerns or encountered issues that may result to complaint.
• Occasional call outs to the Philcare affiliated Providers requesting for call back for LOA issuance and availment related concerns

Qualifications:

• Graduate of any medical-allied course (e.g., Nursing, MedTech, Psychology).
• Good communication skills (written and verbal)
• Comfortable handling inquiries via digital and social media platforms.
• Basic knowledge of medical terms and procedures.