Customer Support 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 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 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!