
Healthcare Team Manager
4 weeks ago
Overview
Sutherland is seeking an experienced and people-focused Team Manager to lead our growing Healthcare - Ortho program. As a Team Manager, you will drive performance, coach and mentor teams, and ensure service excellence that meets the expectations of our clients in the healthcare and orthopedic sector.
Key Responsibilities- Lead, manage, and inspire a team of customer service representatives supporting a US-based healthcare account.
- Monitor daily operations, ensuring adherence to quality standards, productivity, and service level agreements (SLAs).
- Conduct regular coaching, feedback sessions, and performance evaluations to help team members meet and exceed goals.
- Analyze team performance metrics and identify trends, root causes, and actionable insights for improvement.
- Implement and sustain performance improvement strategies to enhance the customer experience.
- Serve as a key point of contact between the client and internal teams, ensuring alignment on business goals and priorities.
- Foster a culture of accountability, continuous learning, and employee engagement.
- Minimum of 1-2 years of experience as a Team Manager/Team Leader in a BPO/Call Center environment, preferably supporting a Healthcare or Insurance account .
- Experience in eligibility and benefits , claims , or Revenue Cycle Management .
- Strong leadership, coaching, and people management skills.
- Demonstrated ability to drive team performance and achieve operational goals.
- Excellent communication, interpersonal, and problem-solving skills.
- Amenable to work on a night shift and in an office/onsite setup in Clark .
- Internal Qualifications:
- Must have FY24PDP score of Exceeds Expectations (4) or Outstanding (5)
- Tenure of at least 18 months
- No Active DA
- Leadership experience in a Healthcare is an advantage
- Willing to work onsite in Clark
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Angeles, Philippines Sutherland Full timeOverview Sutherland is seeking an experienced and people-focused Team Manager to lead our growing Healthcare - Ortho program. As a Team Manager, you will drive performance, coach and mentor teams, and ensure service excellence that meets the expectations of our clients in the healthcare and orthopedic sector. Key Responsibilities Lead, manage, and inspire...
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