Customer Care Representative

Ready to make an impact? At Hive Health , we’re on a mission to make healthcare radically more accessible for all—and we need passionate, driven individuals to help us make it happen. If you thrive in a fast-paced, innovative environment and want to work on solutions that truly matter, we’d love to meet you!

Responsibilities

As a Customer Care Representative, you play a key role in ensuring a seamless and positive experience for members across their healthcare journey. This role supports a continuously operating customer support function and requires flexibility to meet evolving business needs.

Member Support & Experience

Act as a primary point of contact for member inquiries related to healthcare plans, benefits, care availments, claims, and platform usage through calls and digital support channels

Provide clear, accurate, and empathetic assistance while maintaining a patient-centric approach

Take ownership of member concerns by managing cases through to resolution and ensuring timely follow-ups

Accurately document interactions, actions taken, and outcomes in internal systems

Cross-Functional Coordination

Collaborate with internal teams such as MedOps, Product, Finance, and Partnerships to resolve member issues and facilitate next steps

Endorse tasks, follow-ups, or escalations to relevant teams while ensuring continuity of member experience

Operational Coverage & Scheduling Expectations

Support a shifting work schedule to ensure adequate coverage for a 24/7 in-house support operation , which may include:

Rotational shifts (day, mid, or night)

Work on weekends and Philippine or company-declared holidays, as required by operational needs

Demonstrate flexibility in scheduling based on business requirements, volume patterns, and team coverage planning

Maintain reliability, punctuality, and readiness during assigned shifts to support consistent service delivery

Quality, Compliance & Professional Standards

Uphold company standards for service quality, professionalism, and data privacy at all times

Ensure compliance with internal policies, healthcare regulations, and confidentiality requirements

Meet individual and team performance expectations related to service quality, responsiveness, and member satisfaction

Continuous Learning & Improvement

Participate in training, knowledge-sharing sessions, and process updates to stay current on services, policies, and platform enhancements

Contribute ideas and feedback that help improve member experience and operational efficiency

Qualifications

Bachelor’s Degree preferably in a nursing or medical related field

Preferably with experience in customer support, account management, or related fields.

Proficient in English and Filipino, spoken and written

Excellent interpersonal and verbal communication skills for team coordination and managing patient expectations

Excellent written communication skills — properly document conversations and escalate relevant cases to the team

Creative, strategic, and proactive in problem solving and identifying opportunities

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)

Join our team as we revolutionalize healthcare in the Philippines—and beyond!

• ✨ Day 1 benefits for full-time employees – because we practice what we preach! Enjoy comprehensive healthcare coverage for you and your dependent, and paid time off from the start.
• 🚀 Grow with us – mentorship, career development, and learning opportunities to help you thrive.
• 🌍 Global connections – gain insights and support from top minds at Harvard, Stanford, and beyond.