Team Leader
On-siteDavao, Davao Region, Philippines
Job Summary
Oversee day-to-day performance, development, and engagement of a team of Healthcare BPO Agents supporting U.S. healthcare programs. Drive achievement of operational, quality, compliance, customer experience, and productivity goals while providing leadership, coaching, and performance management support to frontline staff. Serve as the primary point of contact for team-related operational activities and act as a liaison between agents, SMEs, Quality, Training, Workforce Management, and Operations Leadership. Ensure regulatory compliance and support successful delivery of services across Medicare, Medicaid, Marketplace, Commercial Health Plans, Managed Care, Provider Services, Claims, Enrollment, Member Services, and Grievance & Appeals programs.
Required Qualifications
- strong healthcare operations knowledge
- leadership capabilities
- coaching experience
- commitment to delivering exceptional customer service in a highly regulated healthcare environment
- 4+ years of healthcare customer service or healthcare BPO experience
- Experience supporting Medicare Annual Enrollment Period (AEP) and Open Enrollment operations
- Experience leading remote, hybrid, or multi-skilled teams
- Experience working with quality management, workforce management, or training functions
Desired Qualifications
- Associate's or Bachelor's degree in Healthcare Administration, Business Administration, Management, Communications, or a related field; equivalent experience may be considered
- Leadership, Coaching, Healthcare Compliance, or Customer Experience certifications preferred
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