Operations Team Lead/Sup- Healthcare Account

4 days ago

Taguig, National Capital Region, Philippines eData Services US, L.L.C. Full time ₱1,200,000 - ₱2,400,000 per year

Job description:

We are seeking a highly motivated and experienced Team Lead/Supervisor to lead and manage a team of Medical Virtual Assistants (VAs). The Supervisor is responsible for driving team performance, ensuring the quality and timely completion of all projects, and acting as the primary escalation point for client and operational issues.

Key Responsibilities

Leadership & Team Management

  • Performance Oversight:
     Monitor and manage team key performance indicators (KPIs) and service level agreements (SLAs) to ensure all projects, tasks, and services are delivered to client specifications.
  • Workforce Management:
     Responsible for appropriate job distribution, workload balancing, and tracking the completion of projects and tasks assigned to the department.
  • Coaching & Development:
     Conduct ongoing training, coaching, and performance reviews. Identify team development needs and create organizational tasks and training modules to address gaps.
  • Process Improvement:
     Proactively identify opportunities for process optimization and contribute to project development initiatives to enhance departmental efficiency and service quality.

Operational & Client Support

  • Serve as the 
    first-level escalation point
     for complex issues related to insurance verification, billing, scheduling, and client correspondence.
  • Ensure the team maintains strict compliance with all client protocols and healthcare industry regulations.

Qualifications

  • Education:
     Bachelor's degree (a Medical Allied Course graduate is highly preferred).
  • Experience:
     At least 
    one year of supervisory or leadership experience
     in a Business Process Outsourcing (BPO) environment, particularly with insurance support, healthcare, or medical accounts.
  • Communication:
     Above-average English comprehension and excellent professional communication skills (both oral and written).
  • Technical:
     Strong computer literacy with proven ability to quickly learn new software and systems.
  • Schedule:
     Willingness to consistently work 
    Graveyard Shift (US hours)
    .
  • Skills:
     Exhibits strong 
    critical thinking
    , analytical problem-solving, and the ability to work independently while managing a team.

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