80 Care Planning jobs in the Philippines

ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced HEALTHCARE CUSTOMER SERVICE REPRESENTATIVE to join our rapidly expanding team. As a member of our team, you will have the opportunity to work with highly skilled professionals, who prioritize employee satisfaction and work-life balance. At ISTA Solutions, we pride ourselves on creating a culture focused on long-term success and life-long learning. We're looking for a team player who is ready to contribute to our mission, just like you

Account specific roles and responsibilities:

• Administer medications, treatments, and medical procedures as prescribed by healthcare providers. Monitor vital signs and assist with wound care, IV therapy, or other medical interventions.
• Maintain accurate and up-to-date patient records, documenting care provided, changes in condition, and any incidents or concerns.
• coordinates with US insurance providers

Job Description:

• Provides customer support through different communication channels (Phone, email, chat).
• Resolve issues & accommodate customer inquiries to ensure satisfaction with products or services.
• Collaborate with colleagues and different departments to resolve complex issues
• Maintain accurate records on customer interactions, transaction, feedback, etc.

• Basic knowledge about Medicare and Medicaid
• 1 year BPO Healthcare Experience related to reviewing medical records, authorization, claims, denials and appeals.
• Good to excellent communications (both verbal & written) and detail oriented
• Ability to multitask (taking in calls and responding to email)
• Organized and keen attention to details
• Familiar with common medical terms
• Willing to report onsite in MAKATI
• Amenable working night shifts

What can we offer you?

• Competitive salary and benefits
• Health Insurance with free dependents*
• 10%-night differential
• Attendance Bonus
• Paid time off
• Convertible to cash leave credits
• Performance Appraisal
• Work-life balance
• A focus on growing your career path with us
• We encourage you to follow your passions and learn new skills

Our commitment to you

• Strong culture and values-driven leadership
• We create opportunities for you to learn and grow at any stage of your career
• Continuous learning and innovation
• We foster an all inclusive environment where everyone thrives

Do you want to take the first step in making Filipinos' lives better everyday? Here in GCash we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation G ka ba? Join the G Nation today

Who You'll Be Working With
If you have a strong background in customer service, communication,t, and are empathetic, people-focused, detail-oriented, and passionate about delivering exceptional customer journeys, then the Customer Experience Management team may be for you
You'll Be Responsible For The Following
Case Escalations Management

• Act as the escalation point for high=priority or complex cases that requires additional attention.
• Ensure escalated cases are handled properly by the vendors swiftly and efficiently minimizing customer dissatisfaction.
• Work to prevent case escalations by identifying and addressing potential issues proactively.

Root Cause Analysis

• Conduct root cause analysis for recurring or complex cases to identify systemic issues.
• Work with Incidents and Problem Mgt Team to address the underlying causes of frequent problems and develop solutions to prevent future cases.
• Use case data and feedback to identify and propose process improvements.

Case Documentation and Reporting

• Maintain accurate and detailed records of case activities, customer interactions, and resolution outcomes.
• Track case metrics and prepare regular reports for stakeholders, highlighting trends, outcomes, and areas of improvement.

Continuous Improvement

• Continually assess and improve case resolution processes to enhance efficiency and customer satisfaction.
• Identify and implement best practices for case management, using lessons learned from past cases.
• Mentor vendors teams to improve their case handling capabilities and performance.

Customer Feedback and Satisfaction

• Monitor customer feedback to assess satisfaction with case resolution outcomes.
• Take corrective actions when customer feedback indicates dissatisfaction with case handling.
• Use feedback to refine case resolution strategies and improve customer service.

What We Offer
Opportunity for career growth and development in the #1 FinTech company in the country Working with a dynamic and highly collaborative team who want to change the game A company that values their people with highly competitive and flexible compensation and benefits package

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description
The Case Management Lead is primarily responsible for overseeing, leading, and evaluating the effectiveness of customer-impacting workflows to ensure seamless and efficient service delivery. This role acts as a key partner across internal teams and external stakeholders, driving improvements in workflow design and automation to enhance customer experience and reduce manual, agent-assisted processes.

Duties And Responsibilities

• Primarily responsible for overseeing, leading and evaluating the effectiveness of customer impacting workflows.
• Align and collaborate with Operations and Voice of the customer teams to understand and resolve customer pain points and challenges
• Champion customer experience improvement in CRM workflow management
• Drive automation and system improvement initiatives to lessen agent-assisted transactions and manual processes
• Partners with representatives of other internal and external groups to identify and address workflow design issues
• Identify performance improvements in existing workflows and recommend enhancements
• Identifies and effectively prioritizes workflow design requirements and regularly communicates updates to stakeholders
• Engage key stakeholders and participate with them on monitoring and reporting progress of work streams.
• Define the high level requirements, governance, metrics, and management practices to be used for case management.
• Set overall direction for the team and conduct mobilization team orientation
• Supervise and lead project plans, assign action items as needed, track progress, cascade updates and changes within and outside the CXM organization
• Work closely with other development teams to ensure the end to end solution meet the business requirements
• Be aware of security implications when implementing solutions
• Maintain accountability for the delivery of program capabilities and business results
• Provide regular reporting to management
• Disseminates information to all stakeholders in a manner that will help facilitate and help ensure front liner and customer change management prior launch dates
• Facilitate discussions on system improvements concerning workflow management
• Provides user requirements and follow through to ensure end to end solution is met
• Align with contact center BPOs on workflow challenges, gathers insights and engage them as stakeholders in redesigning CX

KPIs

• NPS

• % Case Resolution

• % Repeat Reduction
• % Reduction in Manual Processes

• % End to end automation in GlobeOne

• Internal Customer Satisfaction

• Individual Development Plan
• CXM Opex

Competencies
Critical thinking to dissect performance issues and identify root causes and solve problems
Strong Orchestration, Consultation, Facilitation And Communication Skills
An ability to work autonomously and collaboratively
Excellent Attention To Detail, With Strong Organizational Skills
Experience in Project Management
Skills
Experience in CRM development and integration preferred

• Soft Skills: Creative Communications, Relationship Development
• Hard Skills: Project/Program Management, Change Management
• Certification/License: Change Management

Equal Opportunity Employer
Globe's hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe's Diversity, Equity and Inclusion Policy Commitment can be accessed here

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.

Job Summary:

The Document Reviewer and Case Management Officer is responsible in reviewing the OPS documentation and handling cases from complaints and dispute filed.

DUTIES AND RESPONSIBILITIES

1. Facilitates the review and verification of the documents of Operator Payment System (OPS) accounts submitted by the branch.

2. Ensures the completeness of OPS documents prior to endorsing for Terminal ID creation.

3. Coordinates with the Product Champions, the branches, and other concerned units for the compliance of required documents.

4. Handles the cases from complaints/disputes filed.

5. Monitors the cases and ensures complaints/disputes were addressed and resolved.

6. Ensure critical records are scanned/uploaded to the Network Attached Storage Server NASSVR.

7. Perform duties and responsibilities required under the latest manual of operations pertaining to the position.

8. Perform other tasks that may be assigned by the Management from time to time.

WORK RELATIONSHIPS

Reports directly to the Branch Operations Support and Control Department Head.

MINIMUM REQUIREMENT

Education Graduate of any Banking related course.

Experience

• Three (3) years relevant experience in Branch Operations particularly in handling client's documents
• Proven experience in handling corporate/business documents
• Background in customer service preferably in managing customer complaints
• Good communication and analytical skills
• Ability to manage multiple cases

Other Skills: Professional Qualities

Results-oriented

• Analytical
• Team worker
• With leadership qualities
• Good interpersonal skills

Technical Skills

• Office management
• Oral & written communication
• Computer Literate

Job Types: Full-time, Permanent

Benefits:

• Health insurance
• Life insurance
• Opportunities for promotion
• Paid training
• Pay raise
• Promotion to permanent employee

Education:

• Bachelor's (Required)

Experience:

• Branch Operations in handling client's documents: 2 years (Required)

Willingness to travel:

• 100% (Preferred)

Work Location: In person

Job Summary:

The Document Reviewer and Case Management Officer is responsible in reviewing the OPS documentation and handling cases from complaints and dispute filed.

DUTIES AND RESPONSIBILITIES

1.    Facilitates the review and verification of the documents of Operator Payment System (OPS) accounts submitted by the branch.

2.    Ensures the completeness of OPS documents prior to endorsing for Terminal ID creation.

3.    Coordinates with the Product Champions, the branches, and other concerned units for the compliance of required documents.

4.    Handles the cases from complaints/disputes filed.

5.    Monitors the cases and ensures complaints/disputes were addressed and resolved.

6.    Ensure critical records are scanned/uploaded to the Network Attached Storage Server NASSVR.

7.    Perform duties and responsibilities required under the latest manual of operations pertaining to the position.

8.    Perform other tasks that may be assigned by the Management from time to time.

WORK RELATIONSHIPS

Reports directly to the Branch Operations Support and Control Department Head.

MINIMUM REQUIREMENT

Education     Graduate of any Banking related course.

Experience

• Three (3) years relevant experience in Branch Operations particularly in handling client's documents
• Proven experience in handling corporate/business documents
• Background in customer service preferably in managing customer complaints
• Good communication and analytical skills
• Ability to manage multiple cases

• Results-oriented
• Analytical
• Team worker
• With leadership qualities
• Good interpersonal skills

• Office management
• Oral & written communication
• Computer Literate