Medical Operations Specialist | CSR

1 week ago

Marikina, Philippines Booth and Partners Full time

About the Role OpenLoop is seeking a detail-oriented, tech-savvy Medical Operations Specialist to join our dynamic healthcare delivery team via Booth & Partners. This role is critical to the seamless coordination of U.S.-based medical providers and internal operations teams. The ideal candidate will have a strong background in healthcare operations or BPO support, with experience in using Zoho and Slack to monitor queues, ensure SLA adherence, and drive operational efficiency. Key Responsibilities Monitor and manage Zoho ticket queues to ensure all inquiries and tasks are addressed within established SLA timelines. Actively engage in Slack channels to route tasks, surface operational issues, and ensure fast, accurate internal communication. Serve as the operational liaison between OpenLoop’s internal teams and U.S.-based healthcare providers, ensuring timely coordination and follow-through. Track and escalate potential delays, operational bottlenecks, or miscommunications to appropriate stakeholders. Contribute to the development and refinement of process workflows, SOPs, and best practices to streamline daily operations. Maintain accurate documentation of escalations, task status, and resolution outcomes in collaboration tools. Collaborate cross-functionally with Scheduling, Credentialing, Customer Success, and Tech teams to support the end-to-end medical operations pipeline. Support data collection and reporting for key operational KPIs and SLA compliance. Uphold HIPAA standards and company compliance policies across all interactions and documentation. Qualifications 2+ years of experience in healthcare operations, customer support, or BPO environments (preferably U.S. healthcare support). Proficient in Zoho Desk and Analytics or similar ticketing systems. Strong working knowledge of Slack for internal collaboration and task tracking. Familiarity with SLA tracking, queue management, and operational reporting. Excellent English communication skills (written and verbal). Strong problem-solving skills and attention to detail. Ability to work independently and manage priorities in a fast-paced, remote-first environment. Comfortable working during U.S. hours and coordinating with U.S.-based teams. Preferred Qualifications Background in working with healthcare providers, telehealth operations, or remote care coordination. Experience with HIPAA regulations and handling PHI (Protected Health Information). Familiarity with U.S. healthcare workflows and terminology. Benefits Great Place to Work-Certified company Premium HMO coverage Holistic employee experience programs Work-from-home and hybrid work setup Rewards and performance incentives Monthly engagement activities Career advancement opportunities Paid referral program #J-18808-Ljbffr

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