Hive Health
Healthcare
CustomerSupportRepresentative
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Support Representative at Hive Health. Skills: Customer support, Member experience. Act as primary point of contact for member. Provide clear, accurate, and empathetic assistance”
What You'll Achieve.
Ensure seamless and positive experience for members; Meet service quality expectations; Meet responsiveness expectations; Meet member satisfaction expectations
Industry & Context.
Problem solving
Shifting work schedule, Rotational shifts, Work on weekends, Work on holidays, Night Shift, Weekend Shifts
What They're Looking For.
Must Have
Proficient in English and Filipino, Willingness to work hybrid, Open to Night Shift and Weekend Shifts
Nice to Have
Degree in nursing or medical related field, Experience in customer support, Experience in account management
What You'll Do.
Act as primary point of contact for member
and empathetic assistance
Take ownership of member concerns
Manage cases through to resolution
Ensure timely follow-ups
Accurately document interactions
Document actions taken
Document outcomes in internal systems
Collaborate with internal teams
Resolve member issues
Facilitate next steps
Endorse tasks to relevant teams
Follow-ups to relevant teams
Escalations to relevant teams
Ensure continuity of member experience
Support shifting work schedule
Ensure adequate coverage
Uphold company standards
Ensure compliance with internal policies
Ensure compliance with healthcare regulations
Ensure compliance with confidentiality requirements
Meet individual performance expectations
Meet team performance expectations
Participate in training
Participate in knowledge-sharing sessions
Participate in process updates
Contribute ideas to improve member experience
Contribute feedback to improve member experience
Contribute ideas to improve operational efficiency
Contribute feedback to improve operational efficiency
How You'll Work.
Team & Collaboration
Cross-functional teams; Internal teams
Communication Scope
Verbal communication; Written communication
Full Job Description
Ready to make an impact? At Hive Health http://ourhivehealth.com, 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 Support 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 compa
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