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Senior Customer Support Lead

2 months ago

Makati, Philippines Booth & Partners Full time
Job DescriptionAbout the Client:

Open Loop Health is a leading healthcare organization committed to providing exceptional services to our patients and communities. We specialize in delivering high-quality care through our network of providers and facilities. Our mission is to revolutionize the healthcare experience by ensuring accessibility, affordability, and quality care for all.

Job Summary:

We are seeking an experienced Director of International Client Support to oversee and enforce healthcare operations in the Philippines, ensuring alignment with the strategic direction set by our US headquarters. The successful candidate will be responsible for driving operational excellence, optimizing processes, and maintaining a high standard of patient care, all while fostering cross-functional collaboration and maintaining compliance with local and international healthcare regulations. This position will be accountable for the attendance, performance, and execution of all agents, leads, and managers under them.

Responsibilities:

Operational Leadership:
  • Develop and execute operational strategies in line with the organization's overall mission and US directives.
  • Drive the implementation of best practices and standard operating procedures to enhance operational efficiency and patient satisfaction.
  • Monitor and evaluate the performance of various healthcare functions, identifying areas for improvement and taking corrective actions as needed.

Team Management:
  • Provide leadership and direction to a diverse team of healthcare professionals, ensuring clear communication, empowerment, and professional development.
  • Enforce all job responsibilities and communicate workflow changes quickly and effectively
  • Oversee Client Success for identified programs including, but not limited to:
  • Technical Implementation
  • Resolution of Client/Customer issues and inquiries
  • Escalation of issues to proper channels
  • Client Reporting as necessary

Cross-Functional Collaboration:
  • Collaborate with cross-functional teams, including medical, administrative, and support departments, to optimize workflows and deliver seamless patient care experiences.
  • Establish effective communication channels to ensure alignment between the Philippines operations and US headquarters, facilitating the exchange of insights, updates, and best practices.

Quality Assurance and Compliance:
  • Ensure compliance with local healthcare regulations, industry standards, and corporate policies, both within the Philippines and in alignment with US guideline
  • Monitor and uphold high levels of patient safety, data privacy, and ethical practices, conducting regular audits and assessments.

Performance Metrics and Reporting:
  • Develop and track key performance indicators (KPIs) to assess the effectiveness of operations, making data-driven decisions to enhance performance and achieve operational goals.
  • Prepare comprehensive reports for senior management and US headquarters, providing insights into operational achievements, challenges, and opportunities.

Account Management and Customer Success
  • Review project deliverables, ensuring accuracy and professionalism.
  • Act as a role player for handling tasks that have not been automated or trained.
  • Speak with customers and create solutions for their workflows with OpenLoop.
  • Construct effective emails giving clients and internal stakeholders all necessary background and project updates.

Change Management and Innovation:
  • Drive process improvements and innovations within healthcare operations, leveraging technology and industry trends to enhance patient care and operational efficiency.
  • Lead change management initiatives, guiding the team through transitions andpromoting a culture of adaptability.


Requirements
  • 4 year higher education degree
  • Minimum of 5 years of experience in operations, client success/Account Management or implementation
  • Experience managing 10+ people
  • Strong understanding of healthcare regulations, compliance, and quality assurance standards. (preferred)
  • Proven track record of successfully managing and leading cross-functional teams, driving operational excellence, and achieving results.
  • Exceptional communication and interpersonal skills, with the ability to collaborate effectively across diverse teams and cultures.
  • Analytical mindset with the ability to interpret data, identify trends, and make strategic decisions.
  • Change management expertise, with a demonstrated ability to lead teams through organizational transitions
  • Proficiency in using healthcare management software andMicrosoft Office Suite. (preferred)
  • English proficiency of B2 or higher
  • Some travel to US may be required
  • Must have Fiber Optic internet with at least 25 Mbps bandwidth
  • Must have a backup desktop or laptop with the latest OS
  • Must be able to work following US shifting hours
  • Must be amenable to reporting to our Makati or BGC office


Benefits
WHAT WE OFFER:

Great Place to Work-Certified Company
Premium HMO
Holistic employee experience
Rewards and incentives
Monthly engagement activities
Career advancement opportunities
Paid referral program

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