Field Liaison Officer

AIA Hong Kong and Macau; Pasig; On-site; PHP 450,000 - 650,000; Full time

Job summary

MediCard Phils., Inc. is seeking a Liaison Officer to serve as a Care Partner and Member Advocate within healthcare facilities. You will guide members through their healthcare journey, coordinate with providers, and promote quality outcomes while ensuring policy compliance and utilization guidelines.

The LO role emphasizes exceptional member experience, timely benefit utilization, and collaboration with hospital staff to optimize care pathways across admission, treatment, and discharge stages.

Qualifications

• Bachelor's degree in a healthcare-related field.
• Experience in HMO operations or hospital operations is preferred.
• Familiarity with utilization management and case management is beneficial.

Responsibilities

• Healthcare Navigation: be the primary contact for members within facilities and guide them to needed services.
• Benefit Implementation and Management: verify eligibility, process approvals, and explain coverages and exclusions.
• Medical Appropriateness and Care Coordination: coordinate with providers and support evidence-based practices.
• Member Experience Excellence: deliver compassionate support and resolve concerns promptly.
• Provider Relationship Management: foster positive relationships with hospital staff and physicians.
• Operational and Compliance Excellence: maintain records and ensure SLAs and privacy compliance.
• Brand Ambassador Responsibilities: promote MediCard’s services and educate members about offerings.

Education

Nursing

Medical Technology

Physical Therapy

Pharmacy

Healthcare Administration

Allied Health Sciences

Other healthcare-related courses

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 MediCard Liaison Officer (LO) serves as a Care Partner and Member Advocate, ensuring that members receive timely, medically appropriate, cost-effective, and seamless services within the healthcare ecosystem. The LO acts as the face of MediCard within healthcare facilities, guiding members through their healthcare journey, facilitating benefit utilization, coordinating with healthcare providers, and promoting quality healthcare outcomes while ensuring compliance with MediCard policies, medical necessity standards, and utilization management principles. The role extends beyond traditional benefit administration by delivering an exceptional member experience that aligns with MediCard's mission of making healthcare accessible, affordable, predictable and easy to navigate for Filipinos.

DUTIES & RESPONSIBILITIES

1. 1. Healthcare Navigation

   • Serve as the primary point of contact for members within assigned healthcare facilities.
   • Guide members in accessing appropriate healthcare services and providers.
   • Assist members in understanding healthcare benefits, limitations, and available options.
   • Provide support throughout admission, confinement, treatment, and discharge processes.
   • Facilitate referrals and coordination of care as needed.
   • Assist members in navigating complex healthcare situations.

   Success Indicators

   • High member satisfaction ratings
   • Improved healthcare navigation experience
   • Reduced member confusion and escalations

2. 2. Benefit Implementation and Management

   • Verify member eligibility and benefit coverage.
   • Facilitate timely processing of approvals and authorizations.
   • Explains the coverage, limitations and exclusions, as well as requirements.
   • Ensure services rendered are within approved benefits and coverage guidelines.
   • Support efficient claims and documentation processes.

   Success Indicators

   • Compliance with authorization turnaround times
   • Reduced benefit-related complaints
   • Accurate benefit application

3. 3. Medical Appropriateness and Care Coordination

   • Facilitate implementation of MediCard utilization management policies.
   • Coordinate with healthcare providers regarding covered healthcare services.
   • Support medically necessary and evidence-based healthcare practices.
   • Promote treatment in the most appropriate level of care.
   • Escalate complex medical necessity concerns to designated clinical teams.

   Success Indicators

   • Appropriate utilization of healthcare resources
   • Reduced unnecessary admissions and procedures
   • Positive provider collaboration

4. 4. Member Experience Excellence

   • Deliver compassionate and professional member support.
   • Practice active listening and empathy during member interactions.
   • Manage concerns and complaints promptly.
   • Conduct service recovery activities when necessary.
   • Ensure every member interaction reflects MediCard's brand promise.

   Success Indicators

   • Member Satisfaction Score targets achieved
   • Increased Net Promoter Score (NPS)
   • Timely complaint resolution

5. 5. Provider Relationship Management

   • Develop positive working relationships with hospital personnel and physicians.
   • Promote collaborative problem-solving.
   • Support provider awareness of MediCard processes.
   • Participate in provider engagement activities.
   • Gather provider feedback for service improvement.

   Success Indicators

   • Positive provider satisfaction ratings
   • Reduced operational disputes
   • Improved provider collaboration

6. 6. Operational and Compliance Excellence

   • Maintain accurate documentation and records.
   • Comply with Data Privacy Act requirements and company policies.
   • Adhere to established service level agreements (SLAs).
   • Ensure timely reporting and escalation of critical issues.
   • Participate in quality improvement initiatives.

   Success Indicators

   • Audit compliance
   • Zero major privacy incidents
   • SLA achievement

7. 7. Brand Ambassador Responsibilities

   • Promote MediCard’s brand promise.
   • Educate members regarding Medicard’s services.
   • Participate in member education campaigns.
   • Support brand awareness initiatives within healthcare facilities.
   • Demonstrate professionalism and service excellence consistently.

   Success Indicators

   • Increased awareness of LO role
   • Positive member and provider perception
   • High brand compliance scores

MINIMUM QUALIFICATIONS

Education Required

• Bachelor's Degree in:
• Nursing
• Medical Technology
• Physical Therapy
• Pharmacy
• Healthcare Administration
• Allied Health Sciences
• Other healthcare-related courses

Preferred

• Registered Nurse (RN)
• Other licensed healthcare professional

Experience Required

• Minimum 2–3 years experience in:
• HMO Operations
• Hospital Operations
• Utilization Management
• Case Management
• Patient Relations
• Healthcare Customer Service

Preferred

• Experience within HMO or managed healthcare environment
• Experience in member engagement and care coordination
• Experience working with physicians and hospital administrators

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.