Lead Healthcare Operations

10 hours ago

Cebu City, Central Visayas, Philippines beBeeOperations Full time ₱100,000 - ₱110,000

Healthcare Operations Lead

The Mission:

Transform healthcare delivery by optimizing operational efficiency, ensuring patient satisfaction, and upholding strict compliance with industry protocols.

About the Role:

This role oversees daily operations of a healthcare scheduling account, guaranteeing service levels are met, patient appointments are handled efficiently, and adherence to healthcare protocols is maintained. The Operations Lead supervises team performance, ensures accuracy in patient scheduling, and fosters client satisfaction through consistent operational oversight.

  • Operational Leadership
    • Monitor and manage scheduling performance KPIs, including appointment conversion rate, no-show rate, QA scores, and AHT.
    • Manage and monitor staffing with forecasted call volume and peak hours for appointment setting.
    • Ensure real-time queue and call flow monitoring during high-volume periods.
  • Leadership & Team Development
    • Oversee performance and development of Team Leaders and frontline agents handling patient scheduling.
    • Facilitate regular coaching sessions focused on improving accuracy, empathy, and efficiency in patient interactions.
    • Promote a culture of accountability, responsiveness, and patient care excellence.
  • Compliance & Quality Assurance
    • Ensure strict adherence to HIPAA guidelines and healthcare-specific protocols during scheduling and patient data handling.
    • Partner with QA and Training to address errors, patient complaints, or misbookings, and ensure corrective action is taken.
    • Support internal audits and maintain documentation.
  • Client Coordination & Escalation Handling
    • Handle concerns related to scheduling performance or patient satisfaction.
    • Participate in calibration calls, business reviews, and performance update meetings.
    • Assist in managing and resolving service-impacting escalations.
  • Process Improvement & Reporting
    • Analyze patterns in no-show rates, appointment errors, and call trends to recommend process improvements.
    • Collaborate on automation, script enhancements, and workflow streamlining to improve scheduling accuracy and patient engagement.
    • Prepare daily and weekly reports on scheduling outcomes and service levels for review by the Site Manager.

Required Skills & Qualifications:

  • At least 2 years of leadership experience in a call center setting.
  • Knowledge of HIPAA and best practices in handling patient data and appointment workflows.
  • Strong communication, coaching, and problem-solving skills.

Benefits:

  • Independent contractor opportunity.
  • Competitive salary range.
  • Schedule: Monday - Friday, 8am to 5pm PST. Flexibility required to support 24/7 operations or cover for Site Manager when necessary.
  • Opportunities for career growth and development.
  • Positive and supportive work environment.

Why This Opportunity?

  • Join an organization that values collaboration, customer-centricity, and bold innovation.
  • Work in a dynamic, entrepreneurial environment with a strong team spirit.
  • We are committed to your growth and potential.
  • Enjoy competitive compensation.

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