Operations Supervisor

2 weeks ago

Taguig, National Capital Region, Philippines DME Service Solutions Full time ₱900,000 - ₱1,200,000 per year

About DME:

We are DME, a healthcare BPO leader delivering customized, HIPAA-compliant workforce solutions that enhance productivity and customer experiences. Driven by our core values, we help companies across industries understand customer needs and develop innovative solutions. Our mission is to enhance our clients' brand value through positive customer experiences while achieving strategic business goals.

At DME Service Solutions, diversity, equity, and inclusion are more than words—they define who we are. Our commitment to these values is unwavering, and our agents are dedicated to serving communities from all backgrounds. Innovation and integrity are at the heart of our business philosophy. Our employees enjoy a world-class experience and benefits, which they extend to their service for our clients and their customers. We are dedicated to supporting the healthcare industry, partnering with biotech companies, healthcare systems, medical device manufacturers, and medical supply distributors. If you believe in business as a force for good and in companies doing well while doing good, you've come to the right place.

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. To manage the day-to-day performance of the virtual visit facilitation team, ensuring operational excellence, patient satisfaction, and adherence to revenue cycle management processes.

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 in Cisco Finesse and Calabrio to maintain service levels.

Performance Management

  • Track KPIs in Power BI and review performance trends.
  • Conduct regular coaching and feedback sessions to address performance gaps.
  • Manage attendance, adherence, and compliance tracking.

Escalation Handling

  • 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.

Continuous Improvement

  • Identify workflow inefficiencies and propose solutions.
  • Collaborate with Training & Quality to implement process updates.
  • Ensure compliance with HIPAA, data security, and client-specific policies.

Qualifications:

  • 3 years of healthcare BPO experience, with at least 3 year 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.

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