Overview
Member Services Supervisor Jobs in Makati, National Capital Region, Philippines at Inova Care
Title: Member Services Supervisor
Company: Inova Care
Location: Makati, National Capital Region, Philippines
Member Services Supervisor
Onsite | Makati City
Key Responsibilities:
- Lead, mentor, and support Operations Coordinators to deliver high-quality member experiences across all service channels (phone, email, and chat)
- Monitor daily team performance to ensure adherence to service-level agreements (SLAs), key performance indicators (KPIs), and quality standards
- Act as the first point of escalation for complex member inquiries, complaints, and benefit-related concerns, ensuring prompt and effective resolution
- Coordinate with Claims, Provider Relations, Operations, and IT teams to resolve member issues and improve service delivery
- Identify process improvement opportunities and recommend solutions to enhance member satisfaction and operational efficiency
- Track service metrics, analyze trends, and provide regular performance updates to management
- Conduct coaching sessions, training, and ongoing development activities to improve team performance and engagement
- Support workforce planning, scheduling, and workload management to ensure adequate service coverage
- Ensure compliance with healthcare regulations, data privacy requirements, and company policies
- Promote a member-centric culture by advocating for excellent customer service and continuous improvement
.Qualification
- Bachelor’s degree in Healthcare Administration, Business, or related field (Master’s preferred
- Minimum 3 years of experience in customer service or member services, preferably in healthcare, TPA, or insurance
- Proven leadership experience managing service teams in a high-volume environment
- Strong knowledge of healthcare benefits, claims processes, and regulatory requirements
- Excellent communication, conflict resolution, and interpersonal skills
- Ability to analyze data and make strategic decisions based on insight
- Candidate is required to take SCI Certification of BCP, PGI, and HI, upon joining the company
- Amenable to work onsite
