Customer Engagement Officer

Job Description

Job Summary Customer Engagement Officer is responsible for providing timely and high-quality customer experience to all clients. The role serves as the link between the company’s clients and HMO providers in addressing health benefits concerns. The Customer Engagement Officer proactively builds professional knowledge by staying updated on the latest trends, practices, and information related to healthcare benefits and options. The role also provides support in projects and helps free up administrative concerns in other operations departments, ensuring smooth coordination across the organization. Duties and Responsibilities Customer Engagement Operations Liaise between client HR or members and HMO providers to coordinate health benefits transactions (hospitalization, check-ups, claims processing). Respond to customer concerns/queries via tickets, email, SMS, or phone calls. Notify and update clients when issues require further assessment and review. Analyze concerns, gather relevant data, and coordinate with internal/external parties to deliver satisfactory service. Support client orientation programs by preparing data, presentation materials, and logistical requirements. Communicate and cascade updates provided by HMO providers. Prepare and submit accurate engagement and service reports to management on a regular basis. CE Operations Support & Process Improvement Continuously build self-improvement by staying updated on HMO and healthcare benefits practices and trends. Support in maintaining and updating CE operations manuals, work procedures, and policies. Actively participate in organizational or departmental projects, providing CE expertise and assistance. Identify areas for improvement within the CE department and recommend action plans. Ensure effective project support and administrative assistance in the operations department. Information Security Management Attends to training and awareness programs related to the ISMS campaign to be familiar and updated with the Company’s processes, policies, and standards. Commits to read policies and guidelines released for ISMS and strictly adheres to all the requirements and standards set by the Company. Actively participates in the implementation of the Company’s ISMS programs and projects. Commits to self-improvement by pursuing learning opportunities to gain new knowledge and skills; obtains understanding of the department’s processes and procedures, performance targets and objectives. Participates in the internal/external audit activities; provides support to audit planning by preparing needed data and/or documentations; and commits to address areas for improvement concerning ISMS compliance or implementation. Qualifications Bachelor’s degree in Business Administration, Marketing, Healthcare Management, or any related field Open to fresh graduates; experience in customer service, client relations, or healthcare account management is an advantage Strong knowledge of HMO processes, membership handling, and healthcare benefits administration is preferred Proficiency in MS Office applications Willingness to work flexible schedules and adapt to fast‑paced environments Knowledge, Skills, and Abilities Strong skills in data processing, reporting, and documentation. Excellent communication abilities to engage effectively with clients and HMO providers. Knowledge of healthcare insurance concepts and regulations. Background in customer relationship management. Excellent command of English, both written and verbal. Highly organized and detail-oriented in managing tasks. Proficient in Microsoft Excel for data analysis and reporting. Ability to multitask and support cross-departmental operations. Application Guidelines: Interested applicants must send their resumes/CVs to hr@activelinkbmb.com. To protect your privacy, submit your applications directly to email. Only email applications will be considered. Only shortlisted candidates will be contacted for interview. By submitting your resume/CV, you consent ActiveLink to keep your resume for 5 years for hiring and recruitment purposes. Job Types: Full-time, Permanent, Fresh graduate Pay: From Php20,000.00 per month Benefits Company Christmas gift Company events Flexible schedule Life insurance Work from home Work Location: Remote