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Team Lead PHRN
2 weeks ago
Work Setup: Amenable to work onsite during training (2-3 months), Hybrid work arrangement after training
Location: McKinley West, Taguig
Shift: Night Shift
Schedule: Weekends Off
Nature of Work: Voice
Duties and Responsibilities
- Lead and mentor a team of PHRNs handling claims, eligibility, and healthcare inquiries.
- Monitor key performance metrics (CSAT, NPS, AHT, FCR, Quality).
- Conduct coaching sessions and performance evaluations.
- Ensure compliance with SLAs, quality standards, and HIPAA policies.
- Manage escalations and provide clinical support as needed.
- Coordinate with Quality, Training, and Operations for process improvements.
- Prepare performance reports and drive team engagement and productivity.
Requirements:
- Nursing Degree
- Should have an active PHRN license
- Must have experience handling a team for a minimum of 2 years in medical/clinical account (Global Support)
- Metrics/KPIs: Preferably with experience handling/monitoring metrics, e.g., CSAT, NPS, AHT , Quality, Adherence, Shrinkage/Attendance.
Benefits:
- HMO with up to 3 dependents covered
- Retirement Benefit
- Annual Appraisal
- Performance Bonus