Customer Success Representative

Hive Health Inc.

Job Overview

Location

Pasig Office - Hybrid

Job Type

Full-time

Full Job Description

📋 Description

• Serve as the primary point of contact for members seeking assistance with healthcare plans, benefits, care availments, claims, and platform usage via phone and digital support channels
• Provide empathetic, accurate, and patient-centric support while maintaining a high standard of service quality and professionalism
• Take full ownership of member cases from initial inquiry through to resolution, ensuring timely follow-ups and clear communication
• Accurately document all member interactions, actions taken, and outcomes in internal systems to maintain compliance and continuity of care
• Collaborate with internal teams including MedOps, Product, Finance, and Partnerships to resolve complex member issues and facilitate next steps
• Escalate and endorse tasks or concerns to relevant departments while ensuring seamless handoffs and uninterrupted member experience
• Work rotating shifts—including day, mid, and night—to support a 24/7 in-house customer support operation
• Be available to work weekends and Philippine or company-declared holidays as required by operational needs and team coverage planning
• Maintain reliability, punctuality, and readiness during assigned shifts to ensure consistent service delivery
• Uphold strict adherence to company service standards, healthcare regulations, and data privacy policies at all times
• Meet individual and team performance metrics related to service quality, responsiveness, and member satisfaction
• Participate in ongoing training, knowledge-sharing sessions, and process updates to stay current on healthcare services, platform features, and policy changes
• Proactively contribute feedback and ideas to improve member experience, operational workflows, and support efficiency
• Work in a hybrid model requiring at least one on-site day per week at the Pasig office
• Adapt to shifting schedules based on business volume, team needs, and operational demands
• Demonstrate creative, strategic, and proactive problem-solving skills when addressing member concerns and identifying improvement opportunities
• Communicate clearly and effectively in both English and Filipino, both verbally and in writing
• Maintain confidentiality and compliance with all internal policies and healthcare-related legal requirements

🎯 Requirements

• Bachelor’s Degree preferably in a nursing or medical-related field
• Proficient in spoken and written English and Filipino
• Willingness to work hybrid (at least one on-site day per week)
• Open to night shifts and weekend shifts, with flexible scheduling based on business needs
• Experience in customer success, account management, or related fields preferred
• Excellent interpersonal, verbal, and written communication skills

🏖️ Benefits

• Comprehensive healthcare coverage for employee and dependents starting on Day 1
• Paid time off from the start of employment
• Mentorship, career development, and learning opportunities
• Access to insights and support from top minds at Harvard, Stanford, and beyond

Skills & Technologies

Hybrid

Degree Required

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Hive Health Inc.

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About Hive Health Inc.

Hive Health is a digital health company offering comprehensive HMO and telemedicine services for employers and employees in the Philippines. Its platform integrates primary care, specialist consultations, mental-health support, and outpatient benefits with electronic health records and analytics, aiming to improve access to affordable healthcare for corporate and SME clients.

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