Job Title: Customer Care Specialist SME Division: Operations Department: Operations Fulfillment - Account Services Reports to (Position of Immediate Superior): Manager/Assistant Manager/Supervisor, Account Services-Concierge Primary Job Responsibility Responsible for the planning, organizing and control of the overall operations of the Contact Centers I. Job Description Duties and Responsibilities done at PERIODIC or REGULAR Intervals Issues Letter of Authority after assessment of coverage, professionally explains non-coverage rationale to members Screens, assess and processes availment cases based on procedures and benefit applications guidelines. Ensures all transactions in the system are documented and filed accordingly Responds inquiries and complaints at first hand resolution (if possible) on customers' feedback and issues raised Escalates complex availment cases based on set escalation procedures. Collaborates with team members to achieve the agreed Key Results Areas Complies to pre-advised shift schedule and ensures to support Operations 24/7. Secures overriding approval from the Customer Care Supervisor for LOAs beyond the Specialists' authority limits include tagging of special approval Ensures operating costs reduction by property implementing use of office supplies/facilities including power, internet and phones Complies in delivering excellent customer service by providing resolution to their queries and issues. Can attend to all types of Inquiries and request of the client Can assign to different roles and task Duties and Responsibilities done at IRREGULAR or INTERMITTENT Intervals Reports any systems-related issues and Team concerns to expedite processing STANDARD RESPONSIBILITIES Strives to embody, commits to support and deliver the quality policy, objectives and initiatives of the organization; Communicates, engages, directs and supports people to contribute to the QMS effectiveness; Demonstrates commitment to customers by ensuring applicable statutory and regulatory requirements are determined, understood and consistently met; Abides by the QMS policies and procedures for the effective management and control of its processes; and Promotes and utilizes the Process Approach and Risk-based Thinking at work. Performs other RELATED functions that may be assigned BY THE IMMEDIATE SUPERIOR II. JOB SPECIFICATIONS SKILLS EDUCATIONAL REQUIREMENT MINIMUM educational level and background required by this POSITION: College Graduate of 4, 5 year-course, preferably: Medical Allied Courses EXPERIENCE AND TRAINING PERIOD OF TIME OR LENGTH of related experience the CANDIDATE must acquire before being assigned to and perform the functions of this job, SATISFACTORILY under NORMAL supervision: at least 6 months hospital experience is an advantage but may not be required SKILLS REQUIREMENT - TECHNICAL (For Tech and Business Support, Supervisory and Professional) Skilled or specialized: proficiency is gained thru wide experience in a SPECIALIZED or TECHNICAL area RESPONSIBILITY ACCOUNTABILITY - ASSETS, CASH, EQUIPMENT Value or worth of company assets (cash, checks, financial instruments, investments, tools, materials, machinery, equipment, and supplies) this POSITION is accountable for: Small below P500, 000 SPECIFY ASSETS, CASH AND EQUIPMENT DIRECTLY ACCOUNTED FOR: Head Set ACCOUNTABILITY - RECORDS AND DOCUMENTS Level of CONFIDENTIALITY AND IMPORTANCE of the information, records, reports, and documents prepared, maintained, has access to, and handled by this POSITION Routinely, Low - Contents are of general nature; knowledge by others is NOT INIMICAL; disclosure may not have apparent effect on the company RECORDS AND DOCUMENTS DIRECTLY ACCOUNTED FOR: Shared Documents NEED FOR SUPERVISION EXTENT of work supervised or managed by the Immediate Superior, whether the job is limited or diversified; quantify range of activities, VARIETY of tasks to be carried out, and the DIVERSITY of the problem to be solved Follows established procedures generally; refer only unusual cases to superior PEOPLE MANAGEMENT Number of subordinates this POSITION DIRECTLY supervise: None CONTACTS - INTERNAL AND EXTERNAL EXTENT the work requires in making personal contacts inside and outside of the organization, level of importance of contacts; FREQUENCY they are made; LEVEL OR DEGREE they involve exchanging information, dealing with people, exerting influence, persuading them to take action, etc. Broad, Significant Show more Show less