Operations Supervisor

4 days ago

Taguig, National Capital Region, Philippines DME Service Solutions Full time
Overview

Job Title: Team Lead – Virtual Visit Facilitation (Customer Service for Healthcare BPO)

About DME: We are DME, a healthcare BPO leader delivering HIPAA-compliant workforce solutions that enhance productivity and customer experiences. Our mission is to enhance our clients' brand value through positive customer experiences while achieving strategic business goals. We are committed to diversity, equity, and inclusion, and our agents serve communities from all backgrounds. We support the healthcare industry by partnering with biotech companies, healthcare systems, medical device manufacturers, and medical supply distributors.

Job Brief: The Team Lead supervises a team of Customer Service Representatives handling virtual visit facilitation. This role ensures consistent performance, adherence to processes, and achievement of KPIs related to insurance verification, payment processing, patient engagement, and scheduling. The Team Lead manages the day-to-day performance of the virtual visit facilitation team, ensuring operational excellence, patient satisfaction, and adherence to revenue cycle management processes.

Job Duties and Responsibilities

Key Responsibilities:

  • Leadership & Oversight: Assign daily workloads and monitor adherence to schedules. Oversee execution of pre-visit, in-visit, and post-visit support tasks. Monitor call/chat/interaction queues to maintain service levels.
  • Performance Management: Track KPIs, review performance trends, conduct regular coaching and feedback sessions, manage attendance, adherence, and compliance tracking. Serve as point of contact for complex patient/provider concerns. Resolve technical or procedural issues in real time. Coordinate with other departments to address system or process breakdowns. Identify workflow inefficiencies and propose solutions. Collaborate with Training & Quality to implement process updates. Ensure HIPAA, data security, and client-specific policies compliance.
Qualifications
  • 3 years of healthcare BPO experience, with at least 3 years in a supervisory or lead role.
  • Proficiency in EPIC, Care Connect, HelloWorld, Amwell, and insurance verification tools.
  • Strong leadership, analytical, and interpersonal skills.
  • Strong communication and customer service skills.
Preferred Qualifications
  • Experience with operational development preferred.
  • Experience working with clients as a vendor/BPO.
  • Startup / rapid growth experience.
  • Life sciences, pharmaceutical, or medical device experience.
Senioriy level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Management
  • Manufacturing
Industries
  • Outsourcing/Offshoring

Note: This description reflects the responsibilities and qualifications for the Team Lead – Virtual Visit Facilitation role as posted by DME Service Solutions. The posting may be updated without notice.


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