Social Media Monitoring Advocate (Premium Healthcare)
Experience: Job Code: REQ-025307
Sagility
Quezon City
job Details
Job title
Social Media Monitoring Advocate (Premium Healthcare)
About Sagility
Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.
Job title:
Job Description:
Education:
College degree of any 4-year course with 1+ years social media monitoring experience.
Completed at least 2 years in college or senior high school graduate with 2+ years contact center experience.
Experience:
Experience in social media monitoring, escalation teams, QA, content review, risk assessment, or operational support
Experience with multiple software and system-based applications, including database, spreadsheets, Microsoft Word, Excel, PowerPoint, and Outlook
Familiarity with real time or high-volume monitoring environments
Experience working with sensitive or brand impacting content is a plus
Healthcare related call center or/with specific medical Proclaim or Facets experience is highly preferred.
Mandatory Skills:
Strong attention to detail and ability to quickly assess content and context
Sound judgement when identifying risk, urgency, and appropriate next steps
Ability to follow structured monitoring, tagging, and triage processes
Clear written communication and strong documentation habits
Ability to remain focused and accurate during sustained monitoring period
Collaborative mindset for effective handoffs to cross functional teams
Roles & Responsibilities:
Monitor and review 100% of inbound social media content during assigned evening or weekend shifts, including direct messages and public posts
Provide coverage across client brands
Identify brand mentions and assesses content for relevance, urgency and potential risk
Differentiate between:
No action content
Service opportunities requiring follow-up
High risk or high-profile situations requiring coordination with impacted teams
Support early identification of customer, brand, or reputational risk outside standard business hours
Ensure timely and accurate handoff to response or case management teams for next steps action
Maintain consistency, accuracy, and focus on a high volume, real-time monitoring environment
Location: