About the job
Are you ready to make a meaningful impact? At Hive Health, we are dedicated to transforming healthcare to be more accessible for everyone. We are searching for passionate and motivated individuals who thrive in a dynamic, innovative environment and are eager to contribute to solutions that truly matter. Join us!
Your Role
As a Customer Support Representative, you will be instrumental in providing a seamless and positive experience for our members throughout their healthcare journey. This role is vital to our continuously operating customer support function, requiring adaptability to meet changing business needs.
Member Support & Experience
Serve as the primary contact for member inquiries regarding healthcare plans, benefits, service availments, claims, and platform utilization through calls and digital support channels.
Deliver clear, accurate, and compassionate assistance while prioritizing a patient-centric approach.
Take ownership of member concerns by managing cases through to resolution and ensuring timely follow-ups.
Document interactions, actions taken, and outcomes accurately in internal systems.
Cross-Functional Coordination
Work collaboratively with internal teams such as MedOps, Product, Finance, and Partnerships to resolve member issues and facilitate next steps.
Refer tasks, follow-ups, or escalations to appropriate teams while ensuring a consistent member experience.
Operational Coverage & Scheduling Expectations
Support a flexible work schedule to ensure adequate coverage for our 24/7 in-house support operation, which may include:
Rotating shifts (day, mid, or night)
Availability for weekends and Philippine or company-declared holidays, as required by operational needs.
Exhibit flexibility in scheduling based on business needs, volume patterns, and team coverage planning.
Maintain reliability, punctuality, and readiness during assigned shifts to support consistent service delivery.
Quality, Compliance & Professional Standards
Adhere to company standards for service quality, professionalism, and data privacy at all times.

