Helpdesk Supervisor - Quezon City, Pilipinas - Maxicare Healthcare Corporation

Paglalarawan

• Process responsibilities include activities such as: o Work Unit Planning and Implementation o Task Assignment and Scheduling o Budget Allocation and Control o Problem-solving and Decision-making o Monitoring and Evaluating Results o Escalating issues and/or risks
• People responsibilities include activities such as: o Developing Team and Individual Skills and Capabilities o Mentoring, Coaching and Job-shadowing o Engaging and Motivating employees o Rating Performance Reviews o Monitoring and providing feedback on day-to-day performance o Counselling and carrying out Disciplinary Activity
  
  

• DUTIES and Responsibilities done at IRREGULAR or INTERMITTENT Intervals
• Ensures compliance to Key Result Areas targets such as transaction handling time
• Overrides LOAs beyond set approval limits of the Helpdesk of CCS and escalates if necessary
• Coordinates with hospital personnel for VIP members
• Gathers information of members for purposes of database updating and Quality Assurance
• Manages operating cost reduction by appropriately setting up controls in consumption of supplies and imposing discipline and proper usage of the facilities including power, water, internet and phones at the Helpdesks
• Establishes, maintains rapport and attends to meetings with affiliated doctors and hospitals, Clinic staff and addresses concerns within his authority otherwise elevates them to the Out-Patient Services Manager
• Provides direct guidance to customer care staff at the Helpdesks by providing follow-up on-site orientation and training of the new staff
• Conducts revalida, submits necessary forms and recommends regularization, non-regularization and promotion of staff
• Conducts the necessary coaching, counselling and meetings with staff
• Plans the schedule and detailing of staff for out-patient services, approves requests for vacation leaves, sick leaves or change of schedules, recommends additional personnel for the assigned Helpdesk site when necessary
• Conducts investigation and implements disciplinary actions,
• Conducts Learning Needs Analysis and Performance Evaluation
• Ensures strict adherence to the Medical Availment Guidelines