Customer Service Advocate
Job Summary
The Customer Service Advocate manages member inquiries across digital platforms including social media, email, and live chat. Responsibilities include processing Outpatient Approvals and issuing Letters of Authorization (LOA) according to company protocols. The role also involves resolving member complaints and coordinating with affiliated providers to ensure seamless service delivery.
Responsibilities
- Manage member inquiries via digital/social channels
- Process Outpatient Approvals and LOA issuance
- Resolve member complaints and service issues
- Coordinate with affiliated healthcare providers
Required Skills
- Digital communication proficiency
- Customer service/Advocacy skills
- Problem-solving and conflict resolution
- Ability to follow strict protocols and guidelines
Job Details
Responsibilities:
- Responds to various member queries captured from the digital and social media platforms of Philcare (Member Gateway, Facebook, Twitter, Email, Livechat, and Heyphil).
- Handles Outpatient Approvals to support the spill over of calls from the call centers.
- Issues Letter of Authorization (LOA) based on the authorized limits, guidelines and protocols of Philcare from the captured requests of members and affiliated providers on the various digital channels.
- Provides resolution on members concerns or encountered issues that may result to complaint.
- Occasional call outs to the Philcare affiliated Providers requesting for call back for LOA issuance and availment related concerns.
- Other tasks that may be assigned by the Department and Division Head.