Subject Matter Expert - Healthcare
On-siteDavao, Davao Region, Philippines
Job Summary
Conduct floor support, coaching, grievance resolution assistance, process guidance, and escalation management for U.S. healthcare contact center operations. Serve as a liaison between frontline agents, leadership, quality, training, and operations teams to drive performance improvement and support complex member and provider inquiries while ensuring compliance with client, regulatory, and operational requirements. Requires 3+ years of healthcare customer service or BPO experience, preferably supporting Medicare, Medicaid, Marketplace, or Grievance and Appeals programs. Join VXI Global Solutions, a Bain Capital-backed BPO leader delivering omnichannel support and digital solutions to global brands.
Required Qualifications
- strong healthcare knowledge
- leadership capabilities
- coaching skills
- experience supporting Medicare, Medicaid, Marketplace, Commercial Health Plans, Managed Care, Provider Services, or Grievance and Appeals programs
Desired Qualifications
- Associate's degree in Healthcare Administration, Business, Communications, Nursing, or a related field; equivalent experience may be considered
- 3+ years of healthcare customer service or healthcare BPO experience
- Experience supporting Medicare Annual Enrollment Period (AEP) and Open Enrollment programs
- Experience in Grievance & Appeals, Quality Assurance, Training, or Workforce Support functions
- Experience working with healthcare case management systems and reporting tools
- Leadership, Coaching, or Healthcare Compliance certifications preferred
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