Customer Success Representative

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 Success 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 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 — 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! ✨ Day 1 benefits for full-time employees – because we practice what we preach! Enjoy comprehensive healthcare coverage for you and your dependent, and paid time off from the start. 🚀 Grow with us – mentorship, career development, and learning opportunities to help you thrive. 🌍 Global connections – gain insights and support from top minds at Harvard, Stanford, and beyond.