KRA 1: Client Servicing/Engagement and Success

(Contribution to Business Retention, Generation and Penetration)

Expected outputs as follows:

·         End-to-end processing of accounts servicing under agreeable timeline (from endorsement to billing).

·         Immediate response to the client's queries/concerns (membership status, account no., IDs, billing, claim status)

·         Provides updated masterlist to the client / servicing team

·         Timely release of IDs and billing to the client

·         Ably assists OST on the submission of reports (ex. APE tracking report)

Expected Outcomes:

1.       Zero complaints from clients or positive feedback from them

2.       Adherence to turn-around-times and high quality of items submitted and delivered

3.       100% delivery of all the needs of the clients

4.       Consistent support to the team on the production report

KRA 2: Administrative Support to Team Members/ Administrative Efficiency

Expected outputs as follows:

·         Incoming documents, and other related files are organized and dispatched to appropriate recipients.

·         Systematic, chronological, and organized filing of all receiving copies and documents handled

·         Meticulous, accurate information provided and ‘service with a smile’ provided for any other necessary administrative work for efficient internal client servicing

·         Important OST references for consumption of Philinsure employees uploaded in a timely, sensible, and efficient manner;

·         OST key functions from masterlisting, endorsements, ID dispatched, APE/PEME logistical support, billing reconciliation and invoicing done with efficiency and accuracy to support specific CST accounts assigned

a. Masterlisting - regular updating of accounts movements (addition/deletion/correction/plan upgrade/downgrade) and validation reports upon renewal

b. Billing reconciliation – preparation of billing computation and reconciliation of billing w/ the providers invoice; alignment for collection reporting in coordination with Philinsure Finance team 

c. ID preparation - receiving, validating, and cross-checking against the masterlist to ensure accuracy of health cards/IDs and dispatched to appropriate recipients.

d. APE/PEME Scheduling (Clinic Based/On-site)

e. Booking of Invoice/s per mode of billing

f. Checking/validation of TPA Replenishment Billing

g. Maintenance of updated reports (Pending ID report, billing cycle report, deduction report, TPA claims report)

Expected Outcomes:

1.       Scheduled, consistent and timely assistance to CST on admin tasks i.e., scanning documents, retrieval of files, dispatch or release of documents, etc.

2.       Easy access to online reference/library and organized physical files for OSTs across Philinsure 

3.       Accurate and responsive OST servicing to CST and other internal clients including but not limited to masterlisting, endorsements, ID dispatched, APE/PEME logistical support, billing reconciliation and invoicing, collections and production reporting support

KRA 3: Learning & Development (Self & Team)

Expected outputs as follows:

1.       Exhibits intimate knowledge of each account handled, ready and able to share information on key service requirements per account, status of accounts, based on policy issued, and other such references

2.       Issues escalated in a timely manner with appropriate action taken to anticipate challenges rather than to respond to them when they have already reached a negative turning point

3.       Lessons during team meetings proactively shared to engage others and help to contribute to team performance and sharing knowledge or skills with other team members for improved team performance

Expected Outcomes:

1.       Deep, working and updated knowledge of all accounts handled

2.       Proactive in improving one’s self through various means

a.       exhibits a learning behavior (asking questions as a default behavior towards continued growth in the organization and sharing of knowledge and skills);

b.       open to constructive criticism that allows for self-improvement; and

c.       not fearful to escalate issues and ask for help from others.

Education

Holder of a bachelor’s degree on any course.

Work Experience

 1 - 3 years of working experience in Operation Support department or other related jobs.

Skills and Competencies

a.       Experience as operation support in employee benefits (HMO, GLI, GPA, CGL, MI, and TPA)

b.       Proficient in MS Office applications

c.        Above Average intelligence and emotional quotients

d.       Clear and concise written and verbal communication skills

e.       Work history is proof of high analytical, critical thinking skills, effective organization skills, and high people agility

f.         High level of organization and attention to details

g.       Accomplishes tasks with minimal supervision