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Hive Health is on a mission to make healthcare radically more accessible. As a Customer Success Representative, you will be a primary point of contact for members navigating their healthcare journey, supporting inquiries related to healthcare plans, benefits, care availments, claims, and platform usage through calls and digital channels.
You will provide clear, accurate, and empathetic assistance while maintaining a patient-centric approach. You'll take ownership of member concerns by managing cases through to resolution and ensuring timely follow-ups. You'll accurately document all interactions, actions taken, and outcomes in internal systems.
This role requires cross-functional collaboration with internal teams including MedOps, Product, Finance, and Partnerships to resolve member issues and facilitate next steps. You'll endorse tasks, follow-ups, or escalations to relevant teams while ensuring continuity of the member experience.
The position supports a 24/7 in-house support operation and requires flexibility with a shifting work schedule. This includes rotational shifts (day, mid, or night), work on weekends, and Philippine or company-declared holidays as required by operational needs. You must demonstrate reliability, punctuality, and readiness during assigned shifts to support consistent service delivery.
You will uphold company standards for service quality, professionalism, and data privacy at all times, ensuring compliance with internal policies, healthcare regulations, and confidentiality requirements. You'll meet individual and team performance expectations related to service quality, responsiveness, and member satisfaction.
You'll participate in training, knowledge-sharing sessions, and process updates to stay current on services, policies, and platform enhancements. You're encouraged to contribute ideas and feedback that help improve member experience and operational efficiency.
Full-time employees receive comprehensive healthcare coverage for themselves and dependents, paid time off from day one, mentorship, career development, and learning opportunities.
REQUIREMENTS:
- Bachelor's Degree, preferably in nursing or a medical-related field
- Preferably with experience in customer success, 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 to properly document conversations and escalate relevant cases
- Creative, strategic, and proactive in problem-solving and identifying opportunities
- Willingness to work hybrid (at least 1x per week on-site)
- Open to night shift and weekend shifts (shifts may change depending on business needs)
