Our client is a US- based healthcare company which provides sensitive healthcare services tailored to diverse communities by blending traditional healing methods with modern medical treatments. They promote overall wellness and aim to enhance members’ physical and mental well- being through a holistic care approach.
WHAT YOU WILL BE DOING:
Implement quality monitoring systems and regular audits.
Collaborate with other departments to resolve complex customer issues.
Contribute to the development of service policies and procedures.
Foster a positive, collaborative team culture aligned with company values.
Develop and optimize customer service processes and workflows.
Develop and implement training programs to enhance team capabilities.
Participate in strategic planning to align team goals with company objectives.
Manage resource allocation and scheduling to optimize team efficiency.
Other duties as assigned.
Conduct regular performance evaluations (Quarterly Scorecard) and provide constructive feedback.
Develop and implement best practices for healthcare customer service.
Ensure compliance with healthcare industry regulations and company policies.
Develop action plans to address service gaps and enhance customer satisfaction.
Establish and maintain high standards for customer service quality.
Set and monitor Key Performance Indicators (KPIs) for team performance.
Analyze customer feedback and service metrics to identify improvement areas.
Identify and nurture talent for career progression within the team.
Lead, mentor, and inspire a team of customer service representatives.
Identify opportunities for service innovation and process improvement.
WHAT WE ARE LOOKING FOR:
Bachelor’s Degree or equivalent work experience preferred.
Experience working in the nightshift & weekend preferred.
Fluent English is a must, Korean or Cantonese could be at conversational level.
Five (5) years of Customer Service experience, preferably in healthcare management and/or a call center setting, with at least 3 years in leader/supervisor position.
Knowledge of HIPAA regulations and compliance requirements is a plus.
WHAT WE OFFER
: We treat people fairly and with dignity, keeping a healthy perspective about life and work and fostering a positive and enjoyable work environment with appealing benefits as below:
Attractive salary, sign- on bonus and performance bonus at the end of the project
Professional working environment
WORK LOCATION: 9th Floor, Ree Tower, 9 Doan Van Bo, Ward 13, District 4, Ho Chi Minh City.
WORKING HOURS:
We believe in making decisions about our employees’ careers based solely on their ability to perform and grow within their roles, regardless of gender, nationality, ethnic origin, religion or belief, disability, age, sexual orientation, and identity.
Our dedication to fostering a diverse, equitable, inclusive, and accessible workplace is central to our mission.
At Innovature, we are proud to be an equal opportunities employer.
You will be scheduled for 8- hour shifts, working 5 days per week, with two days off each week.
We are committed to building a culture where every individual feels respected and valued. We strive to create an environment free from discrimination and harassment, where all voices are heard, and everyone has the opportunity to thrive.
This position involves direct interaction with clients in the US, requiring work hours to align with the US time zone.
The shift runs from 8 PM to 8 AM (GMT+7), Monday through Sunday.
