Supervisor - HMO Medical Concierge

The Medical City Ortigas is searching for an experienced HMO Medical Concierge Supervisor to join the team and help lead the organization to the next level. This role is crucial for providing comprehensive assistance to patients by addressing telephone and walk-in inquiries regarding hospital products and services, with a focus on supporting local HMO patients. Facilitates HMO-related processes, including securing outpatient and discharge LOAs, preparing reports for admitted patients, and coordinating with HMOs to ensure timely patient services. Oversees the operations of the HMO Patient Concierge and maintains strong working relationships with local and corporate accounts, as well as internal departments and network sites, to ensure efficient and seamless service delivery.

What's The Role All About

Job responsibilities include, but not limited to:

- Concierge Service Provision: Manage the implementation and delivery of the concierge services provision strategy for the international organization.

- Customer Service: Act as first-line supervisor of a team providing customer service support and play a key role in helping to achieve targets in areas such as productivity or turnaround times; deal with most complex and valuable issues.

- Resolving Customer Issues: Lead the process of crafting and cascading messaging and next steps for customer issues to ensure that matters such as returns and complaints, receive prompt response and resolution and are escalated appropriately; create a full range of scripts for multiple products and services.

Ideally, a candidate must have a Bachelor's Degree or Equivalent in Nursing, Business, Tourism, Communications, Hospitality, who is amenable to work in shifting schedules. Preferably, candidate must have basic experience of simple office / operational systems and familiarity with HMO / Hospital setting.