Healthcare Team Leader | Provider Services
HybridMakati City, Metro Manila, Philippines or Makati, Cagayan Valley, Republic of the Philippines
Job Summary
Lead a team of Healthcare Customer Service Advocates supporting provider inquiries across phone, email, fax, and web channels. Manage daily operational coverage, queue management, and real-time performance monitoring for productivity, quality, attendance, and service levels. Drive team quality by reviewing QA results, conducting coaching sessions, and enforcing a zero-error mindset while maintaining 100% accuracy on personal production transactions. Partner with Operations, Quality, Training, and Workforce Management to address operational gaps, resolve escalated provider concerns, and ensure HIPAA compliance. Monitor new-hire progression, develop action plans for underperforming staff, and maintain subject-matter expertise in claims, EOBs, and appeals. Work graveyard or shifting hours onsite in Valaki, Makati City, with eligibility for WFH after training.
Required Qualifications
- High school diploma or equivalent
- At least 4-5 years of experience in a healthcare contact center, provider services, claims support, or comparable healthcare operations environment
- Working knowledge of healthcare claims, EOBs, appeals, eligibility, benefits, payment processes, provider-service workflows, and contact-center operations
- Ability to work flexible schedules, including nights, weekends, and holidays, based on client coverage and leadership requirements
- Ability to work in a metric-driven environment and manage team performance against productivity, quality, attendance, adherence, service-level, and compliance requirements
Desired Qualifications
- College degree or relevant post-secondary education
- At least 1 to 2 years of team leadership and supervisory experience
- Demonstrated ability to coach employees, interpret performance data, identify root causes, and drive measurable performance improvement
- Experience with Monday.com, AWS Connect, workforce tools, QA platforms, and performance dashboards
- Ability to effectively lead and coach others
- Strong attention to detail
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