Customer Support 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 clear, accurate, and empathetic support while maintaining a patient-centric approach to every interaction
• Take full ownership of member cases from initial inquiry through to resolution, ensuring timely follow-ups and consistent communication
• Accurately document all member interactions, actions taken, and outcomes in internal systems to maintain complete and compliant records
• Collaborate with internal teams including MedOps, Product, Finance, and Partnerships to resolve complex member issues and facilitate seamless next steps
• Endorse and escalate tasks or concerns to appropriate teams while ensuring continuity of care and member experience
• Work rotational shifts—including day, mid, and night shifts—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 volume patterns
• Maintain punctuality, reliability, and readiness during all assigned shifts to ensure uninterrupted service delivery
• Uphold strict standards for service quality, professionalism, data privacy, and compliance with internal policies and healthcare regulations
• Meet individual and team performance metrics related to service responsiveness, member satisfaction, and case resolution rates
• Participate in ongoing training, knowledge-sharing sessions, and process updates to stay current on healthcare services, platform features, and policy changes
• Contribute actionable 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 changing shift schedules based on business demands, team coverage needs, and service volume fluctuations
• Demonstrate creative, strategic, and proactive problem-solving skills to identify opportunities for improving member outcomes
• Communicate effectively in both English and Filipino, both verbally and in writing, to serve a diverse member base
• Maintain confidentiality and adhere to all healthcare compliance requirements in every interaction

🎯 Requirements

• Bachelor’s Degree preferably in a nursing or medical related field
• Proficient in English and Filipino, spoken and written
• Willingness to work hybrid (at least 1x a week on-site)
• Open to Night Shift and Weekend Shifts (shifts may change depending on business needs)
• Experience in customer support, 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
• Global connections with 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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