Team Leader

2 weeks ago


Cebu City, Central Visayas, Philippines Omega Healthcare Management Services Inc. Full time

Team Leader monitors the call center activities and performs customer service functions related to patient accounts. Provide recommendations to the management to improve processes. Generates and/or utilizes productivity and other tracking reports. Oversees daily work production and delegates work assignments to staff. Has to serve as a resource to staff and backup to management.

Primary Duties and Responsibilities:
  1. Monitor activities of staff to assess schedule adherence, accuracy, quality, productivity, timeliness, and compliance with job requirements, policies, and procedures. Report updates to management.
  2. Provide basic on-the-job training for staff and serve as a resource to address questions related to the policies, processes, and procedures.
  3. Monitor, identify, and resolve performance/behavior/attendance issues using prescribed performance management techniques.
  4. Conduct performance appraisals monthly.
  5. Take phone calls as needed for coverage.
  6. Serve as point-of-contact for complaints or complicated accounts. Assist in resolving issues with accounts that are challenging to Customer Service Representatives.
  7. Handle elevated calls and respond to customers.
  8. Responsible for day-to-day functional supervision of work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization's policies and applicable compliance requirements.
Experience Required:
  1. Excellent Leadership & Interpersonal relationship.
  2. Strong Process Management & planning skills.
  3. Proven process improvement experience.
  4. Proficient in MS Office.
  5. Eye for detail is a must.
  6. Ability to communicate effectively to required stakeholders.
Qualifications:
  1. Candidate must possess at least a Bachelor's Degree of any course.
  2. At least 2 year(s) of working experience in the related field is required for this position.
  3. With US Account Receivable / Healthcare Insurance / Medical Billing experience is required.
  4. Can start ASAP.
  5. Can work on a night shift schedule.

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