Contact Center Manager | Makati  

MedGrocer's digitally-enabled "medicine-as-a-service" platforms are used by hundreds of employers and pharma companies. Our end-to-end medicine/vaccine programs, telehealth services, and onsite medical staff serve a million Filipinos every year. MedGrocer is one of the more established Filipino Health Tech startups.

The Contact Center Manager drives our company's growth by leading the efforts to create exceptional patient interactions, making sure their experience is filled with care and efficiency.

Key Responsibilities

• Manage day-to-day operations relating to order processing and customer service
• Handle patient concerns and coordinate with various teams to address patient requests
• Generate and analyze daily, monthly, and ad hoc reports and present to internal and external parties
• Establish relationships with clients
• Manage team escalations and work plans, audit work, and provide learning and growth opportunities
• Collaborate with other MedGrocer teams (e.g. IT) to drive product, system, and process development projects
• Evaluate and design initiatives to improve patient health outcomes and customer experience
• Implement, monitor, and scale proposed initiatives

Perks and Benefits

• HMO for employees
• Paid leaves
• Medicine coupons
• Opportunities for promotion and performance bonuses
• 13th month pay

Why MedGrocer?

• Progress: To handle patient escalations by transforming their concerns into solutions, maintaining adherence to high standards and ensuring patient satisfaction in a fast-paced environment. You will be able to lead the end-to-end transformation of ideas into reality, creating a seamless patient experience
• Purpose: To create and execute a digitally enabled platform that seamlessly integrates onsite medical services with 24/7 teleconsultations, improving the lives of millions of Filipinos through comprehensive care
• People: To both work and have fun with a group of dynamic and passionate individuals from diverse backgrounds, from whom you will create bonds with and have the chance to learn from

• 2-4 years leading teams, handling difficult customer escalations, creating and implementing processes, and foreseeing and solving possible concerns;
• Preferably with experience working in the healthcare industry, but not required;
• Must work onsite in Makati