URGENT HIRING
Work Location: Makati
Job Type: Full-time
Work Schedule: 8:30am - 5:30pm
Salary: PHP 18,000
Job Description
1. PHONE CALLS - Handle client phone calls on routine concerns like provider accreditation, doctor availability, reimbursement updates, LOA issuance, and assistance during availment. Coordinate with the Front-End Team for smooth call transitions and work with other departments to resolve issues efficiently. Provide troubleshooting guidance and escalate complex problems to higher-level support as needed.
2. EMAIL MANAGEMENT
• Centralized Email Repository: The Back End Team has the primary responsibility for managing and responding to client emails in the centralized repository.
• Email Handling Guidelines:
- Respond promptly to client emails with accurate and thorough information.
- Collaborate with other departments as needed to address complex inquiries.
- Keep a record of all client email interactions, detailing concerns, actions taken, and follow-ups.
3. MAF (Coordination with Front End Team):
- The Back End Team will coordinate with the Front-End Team to get the signed contract and Renewal List for renewed accounts.
- Using this information, the Back End Team will enter details into the Master Application Form (MAF).
- Incorporate any revisions suggested by the Actuarial Team.
- Request the issuance of the Certificate of Coverage (COC) based on the MAF.
- Email the COC to the client upon receipt.
4. AMLA REQUIREMENTS
• Account Identification and Initial Follow-Up:
- The Back End Team will identify accounts needing AMLA follow-up.
- Contact clients via email or phone to request the necessary AMLA documents.
- Provide clear instructions on AMLA requirements and submission methods.
• Document Tracking and Reminder System:
- Maintain an AMLA tracking system with reminders for follow-ups on pending or overdue documents, and update it weekly with the latest status and actions taken.
- Conduct monthly follow-ups with clients about outstanding AMLA requirements via email, phone, or other methods, emphasizing the importance of compliance.
5. MEMORANDUM OF AGREEMENT
- After completing AMLA requirements, generate the MOA document. Work with legal and compliance teams for contract modifications and ensure all client signatures are obtained. Track notarization, maintain an organized contract database, and send notarized copies to the client and Audit Team. The back-end team will handle MOAs for renewed accounts.
6. REIMBURSEMENT MONITORING
- Retrieve and organize soft copy reimbursement requests from the repository email, review them for accuracy, and enter them into the portal. Coordinate with the claims team to ensure timely processing and resolution.
- Check-in with the claims team for prompt reimbursement processing. Quickly update clients on their reimbursement status and email them a copy of the deposit slip.
7. SMARTSHEET MONITORING
- Developing a solid understanding of SMARTSHEET for tracking and monitoring client concerns and examining the different sheets, columns, and entries in SMARTSHEET to familiarize yourself with the captured information and concerns.
- Regularly log in to SMARTSHEET to review incoming client concerns and keep track of assigned sheets and columns related to these concerns.
- Track each concern in SMARTSHEET, coordinating with departments for timely action. Escalate unresolved issues to higher management as needed, and ensure transparency in the client retention process.
Job Qualifications
- Bachelor's degree in business, marketing, sales, or a related field
- At least 1 year experience in administrative work
- Experience in HMO, but not required
- Proficiency in using office software (Microsoft Office)
- Organizational Skills
@NAB**
