MediCard Phils., Inc. is one of the country's leading HMO and the only HMO founded and run by Doctors. Since its inception, the concept of service-oriented total health care has been the molding ideal of MediCard.  The competition is vast, and the benefits being offered by the competitors are tempting.  However, MEDICard has taken the lead in providing innovative and productive ideas that cut down the cost of health maintenance without compromising its quality.

MediCard now boasts of more than half a million members and over 54,000 accredited doctors in over 1,000 hospitals and clinics nationwide. It also operates 16 MediCard free-standing clinics that provide services at par with those offered by hospitals minus the confinement.

MediCard is currently looking for assertive, dynamic and energetic individuals to fill up the following vacancy:

The Quality & Complaints Desk Lead is responsible for overseeing the Quality Management and managing the complaints desk within Operations. This role requires attention to detail, strong organizational skills, and a commitment to continuous improvement in quality processes and customer satisfaction. The Lead will collaborate with cross- functional teams to ensure compliance with regulatory requirements, drive efficiency in complaint handling processes, and promote a culture of quality excellence throughout the organization. This role requires strong leadership, strategic thinking, and a customer-centric mindset to achieve organizational objectives and deliver outstanding customer experience. This also covers guiding leaders and teams leveraging on best practices, technology and fostering collaboration across functions to achieve team goals.

DUTIES & RESPONSIBILITIES• Develops, implements, and maintains the Quality Policy in accordance with applicable regulatory standards (e.g., ISO 9001).
• Serves as the primary point of contact for all quality-related complaints, ensuring timely and effective resolution in compliance with regulatory requirements.
• Leads and mentors a team responsible for managing complaints, including investigation, root cause analysis, corrective and preventive actions (CAPA), and complaint closure.
• Collaborate with cross-functional teams to address quality issues and drive process improvements.
• Conducts regular reviews and audits of the Quality team to identify areas for improvement and ensure adherence to quality standards.
• Analyzes complaint data to identify trends, develop insights, and recommend preventive actions to mitigate recurrence of quality issues.
• Prepares and presents quality metrics, reports, and presentations to senior management, highlighting key performance indicators and improvement initiatives.
• Liaises with key stakeholders and notified bodies as necessary to support regulatory submissions and audits related to quality management.
• Provides guidance to employees on quality procedures, complaint handling processes, and regulatory requirements.
• Stays current with industry trends, regulatory updates in coordination with Risk and Compliance and best practices in quality management to drive continuous improvement initiatives.

MINIMUM QUALIFICATIONS
• Education – Bachelor’s degree in Industrial Engineering, Operations, Quality Management or any related field.
• Experience – at least 5 years relevant experience on a service oriented industry with a proven track record of success in leadership roles.
• Certifications/licenses – Lean Six Sigma background (or its equivalent), QMS certification an advantage but not a requirement.

At MediCard, we believe that diversity and inclusion are essential to fostering innovation, collaboration, and growth. We are committed to creating a workplace where everyone, regardless of gender, race, ethnicity, age, sexual orientation, disability, or any other characteristic, feels valued and empowered to contribute their unique perspectives and talents.

Our inclusive hiring practices ensure that we attract, hire, and retain the best talent from all backgrounds. We strive to provide equal opportunities for all candidates and promote a culture of respect, fairness, and transparency. We are dedicated to continuously improving our processes and policies to eliminate biases and barriers, ensuring that every employee has the support and resources they need to thrive.

MediCard is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
 
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