Customer Service Team Leader

2 weeks ago

Pasay, National Capital Region, Philippines Access Healthcare Full time ₱600,000 - ₱720,000 per year

Job description:

Access Healthcare is looking for experienced and dedicated Healthcare BPO Team Leaders to oversee and manage a Pioneer team of healthcare CSRs.

The ideal candidate will have a strong background in healthcare account management, a solid understanding of U.S. healthcare laws, and a proven track record of achieving operational excellence.

Key Responsibilities:

  • Supervise and lead a team of 20 to 25 agents, ensuring performance meets or exceeds client expectations.
  • Monitor daily team activities, including adherence to SLAs, KPIs, and quality standards.
  • Provide coaching, feedback, and professional development opportunities to team members.
  • Analyze team performance metrics and implement strategies for improvement.
  • Ensure compliance with U.S. healthcare laws, including HIPAA and other regulatory requirements.
  • Serve as a point of escalation for complex issues and resolve them effectively.
  • Collaborate with cross-functional teams to optimize workflow and enhance client satisfaction.
  • Prepare and present performance reports to stakeholders regularly.

Qualifications:

  • Experience: 1 to 2 years of experience handling healthcare accounts in a BPO set-up.
  • Team Management: Proven experience managing a team of 20 to 25 agents, with strong leadership and mentoring skills.
  • Knowledge: In-depth understanding of U.S. healthcare laws and regulations (e.g., HIPAA, CMS guidelines).
  • Skills: Excellent problem-solving, communication, and organizational abilities.
  • Education: Bachelor's degree in Healthcare, Business Administration, or a related field is preferred.

Preferred Qualifications:

  • Experience in handling multiple healthcare processes.

Job Type: Full-time

Benefits:

  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Paid training
  • Promotion to permanent employee
  • Transportation service provided

Experience:

  • Healthcare Team Leader: 1 year (Required)
  • Accounts receivable: 1 year (Required)

Job Type: Full-time

Pay: Php50, Php60,000.00 per month

Benefits:

  • Additional leave
  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Paid training
  • Pay raise
  • Promotion to permanent employee
  • Transportation service provided

Experience:

  • Healthcare Team Leader: 1 year (Required)
  • People management: 1 year (Required)
  • Accounts receivable: 1 year (Required)
  • Prior Authorization: 1 year (Required)

Work Location: In person

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