Helpdesk Specialist

Maxicare Healthcare Corporation; Manila; On-site; PHP 223,200 - 334,800; Full time

Job summary

Maxicare Healthcare Corporation is looking for a Helpdesk Specialist to ensure superior customer satisfaction and implement healthcare benefit policies. The role involves addressing inquiries, resolving issues, and supporting new staff within a medical environment.

Medical Allied graduates are preferred, but candidates with less than one year of experience may apply. The position includes onsite support across various sites to maintain efficient operations and customer service quality.

Qualifications

• Minimum educational level: Medical Allied Courses; College graduate of a 4-5 year course, preferably Medical Allied Courses.
• No specific experience required; candidates with less than 1 year may be considered.
• Skilled or specialized: proficiency gained through wide experience in a specialized or technical area.

Responsibilities

• Accountable for the accurate implementation of members’ healthcare benefit policies.
• Handle utilization management and the delivery of superior customer service.
• Respond to inquiries and complaints; resolve feedback and issues raised.

Skills

Customer service

Communication skills

Problem-solving

Education

Medical Allied Courses

Job description

Overview

Job Title: Helpdesk Specialist

Department: Customer Care - Provider Services

Division: Operations

Reports to (Position of Immediate Superior): Helpdesk Supervisor

Responsibilities

• Accountable for the accurate implementation of members’ healthcare benefit policies at the assigned Helpdesk.
• Handle utilization management and the delivery of superior customer service.
• Respond to inquiries and complaints; resolve feedback and issues raised regarding handling time and waiting time.
• Encode manual LOAs within the issuing day through automated data system of Maxicare.
• Secure overriding approval from the Helpdesk Supervisor for LOAs beyond Helpdesk CCS authority limits.
• Provide support to the Immediate Superior on follow-up on-site orientation and training, and prepare and submit reports on census, decking of doctors, POS queue reports and manual LOA reports.
• Ensure operating costs are reduced by efficient use of office facilities including power, internet and phones at the Helpdesk.
• Contributes to training new CCRs and updating system files on doctors’ schedules and rates; inform provider relations team of changes or updates.
• Endorses In-Patient cases to the Roving Department; assists VIP Members at clinics, laboratories, radiology clinics, and other facilities.
• Refer and redirect members to cost-effective clinics or hospitals for the same services.
• Promotes adherence to quality management systems and process approaches.
• Performs other related functions as assigned by the immediate superior.
• Onsite support across sites or accounts as needed by the Operations team.
• Promote and offer Primary Care Network directions.

Job Specifications

• Skills
• Educational Requirement
  Minimum educational level: Medical Allied Courses; College graduate of 4-5 year course, preferably Medical Allied Courses

• Experience and Training

No specific experience required; candidates with less than 1 year may be considered.

• Skills Requirement – Technical

Skilled or specialized: proficiency gained through wide experience in a specialized or technical area.

• Accountability – Assets, Cash, Equipment

Value or worth of company assets this position is accountable for: Small below PHP 500,000. Directly accounted assets: Mobile Phone.

• Accountability – Records and Documents

Routinely low confidentiality; information generally accessible and not sensitive.

• Need for Supervision

Follows established procedures; refer unusual cases to supervisor.

• People Management

Number of subordinates directly supervised: None.

• Contacts – Internal and External

Localized, routine contacts inside and outside the organization.