Director for Customer Service (HMO)

Director for Customer Service (HMO)

Leads and oversees customer service operations within the HMO, ensuring excellent member experience, efficient issue resolution, and high service quality aligned with organizational goals.

Key Responsibilities:

• Develop and implement customer service strategies and standards
• Oversee daily operations of customer service teams (calls, emails, walk-ins)
• Ensure timely and effective resolution of member concerns, complaints, and escalations
• Monitor performance metrics (e.g., response time, satisfaction ratings) and drive improvements
• Collaborate with internal departments (claims, providers, concierge, operations)
• Ensure compliance with HMO policies and regulations, including Philippine Health Insurance Corporation 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

Qualifications:

• Bachelor’s degree in Medical Allied, Healthcare Management, or related field
• At least 5–8 years of experience in customer service, preferably in HMO/healthcare
• Minimum 10 years in a managerial or leadership role
• Strong knowledge of HMO operations and customer service best practices