Medical Operations Specialist

7 days ago

Manila, National Capital Region, Philippines Booth and Partners Pte Ltd Full time
About the Role
OpenLoop is seeking a detail-oriented, tech-savvy Medical Operations Specialist to join our dynamic healthcare delivery team via Booth & Partners. This role is critical to the seamless coordination of U.S.-based medical providers and internal operations teams. The ideal candidate will have a strong background in healthcare operations or BPO support, with experience in using Zoho and Slack to monitor queues, ensure SLA adherence, and drive operational efficiency.

Key Responsibilities:

  • Monitor and manage Zoho ticket queues to ensure all inquiries and tasks are addressed within established SLA timelines.

  • Actively engage in Slack channels to route tasks, surface operational issues, and ensure fast, accurate internal communication.

  • Serve as the operational liaison between OpenLoop's internal teams and U.S.-based healthcare providers, ensuring timely coordination and follow-through.

  • Track and escalate potential delays, operational bottlenecks, or miscommunications to appropriate stakeholders.

  • Contribute to the development and refinement of process workflows, SOPs, and best practices to streamline daily operations.

  • Maintain accurate documentation of escalations, task status, and resolution outcomes in collaboration tools.

  • Collaborate cross-functionally with Scheduling, Credentialing, Customer Success, and Tech teams to support the end-to-end medical operations pipeline.

  • Support data collection and reporting for key operational KPIs and SLA compliance.

  • Uphold HIPAA standards and company compliance policies across all interactions and documentation.

Requirements

Qualifications:

  • 2+ years of experience in healthcare operations, customer support, or BPO environments (preferably U.S. healthcare support).

  • Proficient in Zoho Desk and Analytics or similar ticketing systems.

  • Strong working knowledge of Slack for internal collaboration and task tracking.

  • Familiarity with SLA tracking, queue management, and operational reporting.

  • Excellent English communication skills (written and verbal).

  • Strong problem-solving skills and attention to detail.

  • Ability to work independently and manage priorities in a fast-paced, remote-first environment.

  • Comfortable working during U.S. hours and coordinating with U.S.-based teams.

Preferred Qualifications:

  • Background in working with healthcare providers, telehealth operations, or remote care coordination.

  • Experience with HIPAA regulations and handling PHI (Protected Health Information).

  • Familiarity with U.S. healthcare workflows and terminology.

Benefits

Benefits:

  • Great Place to Work-Certified company

  • Premium HMO coverage

  • Holistic employee experience programs

  • Work-from-home and hybrid work setup

  • Rewards and performance incentives

  • Monthly engagement activities

  • Career advancement opportunities

  • Paid referral program

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