BPO Healthcare Team Leader | Day 1 HMO | Shifting | Onsite | BGC | Up to PHP58K

Lead with Care as a Clinical Support Team Leader

Every great achievement starts with a diagnosis – and at InHealth Limited, we're experts in finding answers. As the UK's trusted leader in diagnostics, we've spent over 30 years improving lives through faster, accessible, and affordable healthcare. Join a team fueled by passion and care, where your impact shapes the future of patient care.

Job Description

As a BPO Healthcare Team Leader, you'll lead a team of Clinical Support Agents to provide responsive, accurate communication for the Employee Assistance Programme, ensuring client employees receive the support they need.

Job Overview

Employment Type: Full-time
Schedule: Shifting schedule (day shift, mid shift, and night shift)
Work Arrangement: Onsite; BGC, Taguig
Salary: Up to PHP 58,000

A Healthy Dose of Perks for Your Work-Life Balance

• Day 1 HMO coverage with free dependent
• Competitive Package
• Prime office location in BGC (Easy access to MRT stations, restaurants, and banks)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit https://bit.ly/EmaptaTrainingCalendar)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Vital Signs of a Perfect Fit

Required Work Experience:

• At least 3 years of leadership experience in the BPO/contact center industry.
• Proven stable employment history, with minimal employment gaps.
• Resides within a 1–2 hour commute to the BGC office and must be willing to work onsite.
• Open to a flexible shifting schedule.
• Experience in Occupational Health (advantageous).

Required Competencies:

• Demonstrated organizational skills with the ability to prioritize workloads effectively.
• High attention to detail and adherence to established procedures.
• Excellent time management skills to handle workloads efficiently.
• Excellent verbal and written English communication skills, with a pleasant attitude and clear speaking manner.
• Commitment to quality and a drive to deliver outstanding customer service.
• Understanding of patient confidentiality and awareness of data protection regulations.
• Responsibility for ensuring the health, safety, and welfare of yourself and others by complying with health and safety regulations.
• Ability to follow instructions and provide effective support to both colleagues and clients.
• Flexibility in work patterns, with a willingness to adjust at short notice to accommodate unexpected changes.

Caring with Precision: Your Role in Healthcare Excellence

Overall Purpose of the Role

Lead and manage a high-performing Clinical Support team to provide efficient, accurate, and professional voice/data communication and coordination across multiple healthcare support services:

• Employee Assistance Programme (EAP): Handle inbound requests from client employees seeking support or welfare assistance.
• Topside Medical Support Contact Centre: Log and coordinate emergency/non-emergency medical requests from TAC Clinical colleagues requiring remote specialist physician support.
• Med-Dive Contact Centre: Manage inbound specialist medical support requests for deep-sea diving incidents, coordinating with the on-call physician rota.
• Occupational Health Administration: Oversee the full spectrum of administrative functions related to client Occupational Health referrals, appointment bookings, and queries.

Collaborate with specialized healthcare teams and internal stakeholders to deliver high-quality customer service and administrative support. Assist the Head of EAP Services in meeting clinical health administration obligations as per client contracts.

Key Responsibilities

• Professionally respond to email and phone inquiries, adhering to company procedures and policies.
• Manage medical bookings, ensuring accuracy and efficiency for various clients.
• Support stakeholders and remote colleagues in coordinating "topside" clinical operations.
• Ensure timely submission of medical assessments and results, complying with client guidelines.
• Conduct quality checks on document formatting, spelling, and adherence to the consent process.
• Oversee administrative case management following established protocols.
• Monitor and escalate non-compliance issues with network clinic partners.
• Maintain accurate patient records and securely handle medical documentation per data protection regulations.
• Escalate clinical diary issues for resolution and contribute to internal review meetings.
• Assist with financial queries as needed.
• Participate in performance appraisals, team meetings, and contribute to team objectives.
• Promote a safe, healthy, and environmentally friendly workplace.
• Engage in and promote the Administration Buddy system to support team collaboration.

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra