Healthcare Customer Service Operations Lead

2 days ago

Mabalacat, Central Luzon, Philippines beBeeCustomerService Full time ₱900,000 - ₱1,200,000
Job Title:

Healthcare Operations Manager

About the Role:

The ideal candidate will lead a team of customer service representatives in delivering exceptional service to our healthcare clients. As a key member of our operations team, you will be responsible for driving performance, coaching and mentoring teams, and ensuring service excellence.

Key Responsibilities:
  • Lead and manage 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.
Requirements:
  • 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, and/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.
Additional Information:
  • Must have FY24PDP score of Exceeds Expectations (4) or Outstanding (5)
  • Tenure of at least 18 months
  • No Active DA
  • Leadership experience in Healthcare is an advantage
  • Willing to work onsite in Clark

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