Embodying Member Centricity

*Heart of Who We Are

CONVEY HEALTHCARE SOLUTIONS
- united family of companies redefining healthcare technology and related services.

Headquartered in Florida and Mandaluyong, Philippines

core values

Integrity
T
Compliance

Advocate

- problem solver
-listener and communicator
-representative of trust and integrity
-educator and supporter

core responsibilities

- Be the voice of care
- Own the member's journey
- Navigate with clarity
- Protect privacy and compliance
- Champion 5 star service
- Bring the convey spirit

SERVICE EXPECTATION

- Deliver a 5 star member experience
- Uphold compliance and confidentiality
- Be punctual , professional, and empathetic
- Meet performance metrics (AHT, QUALITY,CSAT)
-Use tools and resources responsibly

KEY CAPABILITIES

- Active listening
- Clear and positive communication
- Empathy
- 

EMPATHY AND SYMPATHY

SUCCESSFUL STEPS TO EMPATHYZING

- Understand before you respond
- Acknowledge emotions
- Stay Calm , especially when they're not
- Use supportive tone and words
-Show your present and listening
-Follow through with care

" I understand that you feel.."
"Im sorry that..(talk about the situation"

"I can imagine you must be feeling "