Provider Services Supervisor

Maxicare; Makati; On-site; PHP 446,000 - 781,000; Full time

Job summary

Maxicare in Makati, Philippines, seeks a Helpdesk Supervisor to oversee frontline support for providers and members, ensuring service quality and coaching staff to meet policies.

The role requires strong people leadership, communication, and experience with CRM systems like Salesforce and telephony such as Genesys to drive effective issue resolution and process improvements.

Qualifications

• Bachelor's degree in healthcare or medical-related field preferred; alternative: 3 years of college with at least 2 years in customer service or medical work.
• Proven management experience with strong leadership and organizational skills.
• Excellent verbal and written communication skills.
• Proficient in data entry and transaction processing with attention to detail.
• Proficient in Google Applications (Gmail, GSheets, GSlides, etc.).

Responsibilities

• Supervise team performance relative to targets; ensure accuracy in approvals and adherence to shifts; coach team members to follow Maxicare's Policies and Procedures.
• Assist members at Helpdesks; address eligibility, coverage, and inquiries; collaborate with Customer Care, other departments, and providers to resolve concerns.
• Analyze escalations and address helpdesk-related concerns.
• Review, escalate when needed, and process LOAs following established procedures; understand available services.
• Prepare and submit reports ensuring data accuracy; identify trends and evaluate strategies; oversee performance and productivity of handling teams.
• Maintain cleanliness of the Helpdesk center; report facility issues to Admin; ensure adequate medical and non-medical supplies.
• Execute campaigns and tasks during manpower shortages, BCP events, or when Service Level for other teams is low.

Skills

People management

Communication

Escalation management

Organizational skills

Confidentiality & ethics

Education

Healthcare/Medical degree preferred

Tools

Salesforce

Genesys

Job description

Algo Center-Makati City, Makati, National Capital Region, Philippines ..+ 2

2 - 5 Years

Job Description

Customer Type: Maxicare Providers and Member

Position Accountability Statement:

The Supervisor is crucial for the smooth functioning of the Helpdesk Team, ensuring consistent and improved

team performance. This role enhances service delivery and maintains the quality and reliability of our services

for Maxicare members while promoting collaboration with our partner providers.

Broad Responsibility Highlights:

• 1. Supervise team performance relative to established targets. Ensure accuracy in granted approvals and adherence to attendance and shift schedules. Orient, assign, and coach team members to follow Maxicare's Policies and Procedures.
• 2. Assist members at Helpdesks and address eligibility, coverage, and procedural inquiries. Collaborate with Customer Care Units, other departments, and providers to resolve concerns.
• 3. Analyze escalations and address helpdesk-related concerns.
• 4. Demonstrates a strong ability to independently review, evaluate, escalation if necessary, and process Letters of Authorization (LOA) following established procedures. Knowledgeable in understanding the available services
• 5. Prepare and submit reports that ensure data accuracy and completeness. These reports will help identify trends and evaluate the effectiveness of current strategies, fostering continuous improvement within the organization. Oversee, assess, and provide solutions based on the performance and productivity of handling teams in delivering services to members, partner providers, and internal clients.
• 6. Maintain cleanliness of the Helpdesk center. Report any facility-related problems to the Admin team. Ensure the center has enough with medical and non medical supplies.
• 7 .Execute various campaigns and tasks as needed during manpower shortages, business continuity planning (BCP) events, or when Service Level (SL) for other teams or sub-units are critically low, ensuring operations remain smooth and responsive to immediate demands

Desired Skills and Competencies:

• 1. People Management and Team Collaboration: Ability to effectively manage and motivate both in-house teams and external vendors to achieve collaborative goals. Skilled in fostering a cooperative team environment that promotes collaboration and shared success
• 2. Strong Communication and Escalation Management Skills: Excellent verbal and written communication skills to engage front-line staff and encourage open dialogue. Proficient in clarifying coverage, addressing inquiries, and effectively collaborating with various stakeholders. Skilled at assessing situations and appropriately escalating complex cases while providing direct solutions when possible. Dedicated to delivering exceptional service by handling inquiries and complaints with professionalism and empathy. Has a strong understanding of processes and is familiar with insurance coverage policies, including customized benefits for corporate accounts
• 3. Organizational Skills and Technical Proficiency: Skilled in managing multiple tasks, prioritizing effectively,and ensuring accurate documentation and filing of transactions. Experienced with CRM systems such as Salesforce and telephony systems like Genesys for handling customer interactions.
• 4. Adaptability: Willingness to adjust to changing circumstances, especially during business continuity planning
• 5. Confidentiality and Ethics: Commitment to maintaining patient confidentiality and adhering to ethical standards in all operations

Professional Qualification:

• A Bachelor's degree in a Healthcare or Medical-related field is preferred. Alternatively, candidates with atleast 3 years of college education with at a minimum of 2 years experience in the Customer Service, or workexperience in the medical field.
• Proven experience in management with strong skills in leading, organizing, and e
• Excellent verbal and written communication skills.
• Proficient in data entry and transaction processing with attention to detail.
• Proficient in using Google Applications (Gmail, GSheets, GSlides & etc.).

Location

Location Algo Center-Makati City, Makati, National Capital Region, Philippines ..+ 2