BPO Healthcare Team Lead | Onsite | Cebu

Omega Healthcare Management Services Inc.; Cebu City; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Omega Healthcare Management Services Inc. is seeking a Team Leader to oversee a healthcare/BPO team in Ortigas, Pasig. The role requires coaching, performance monitoring, and escalation handling to ensure quality service and compliance.

The ideal candidate has 3+ years in a team leadership capacity, strong healthcare account management experience, and the ability to drive improvements while coordinating with stakeholders. Night shifts are required.

Qualifications

• Bachelor's degree in any field.
• At least 3 years of experience as a Team Leader in a healthcare/BPO environment.
• Strong experience in healthcare account management.
• Background in patient accounts and customer service operations.
• Strong leadership, coaching, and stakeholder management skills.
• Willing to work night shift and be based in Ortigas, Pasig.

Responsibilities

• Monitor team performance (attendance, productivity, quality, and compliance).
• Provide performance reports and updates using tracking tools.
• Deliver coaching and on-the-job training (billing, credentialing, healthcare processes).
• Handle escalations, including billing disputes, adjustments, and complex cases.
• Manage customer complaints and support issue resolution.
• Conduct performance reviews and provide actionable feedback.
• Address attendance, behavior, and performance issues.
• Ensure operational coverage, including handling calls when necessary.
• Oversee daily operations: workload distribution, productivity, and quality.
• Support hiring, onboarding, and development of team members.
• Identify process improvements and drive operational efficiency.

Skills

Team leadership

Coaching

Stakeholder management

Customer service

Education

Bachelor's degree

Tools

Tracking tools

Job description

About Omega Healthcare

Founded in 2003, Omega Healthcare Management Services® (Omega Healthcare) is an AI-driven healthcare solutions company that partnersacross the healthcare ecosystem to deliver breakthrough resultsby reimagining and elevating revenue operations.Powered by the Omega Digital Platform®, our agentic AI engineleverages adaptive intelligence to drive automation, complemented by deep human expertise to help optimize performance and deliver sustained financial and clinical outcomes—while enhancing patient satisfaction.

Omega Healthcare empowers organizations across provider, payer, and life sciences sectorsto navigate today’s healthcare challenges while building the agility to adapt as healthcare and technology continue to evolve rapidly.Recognized by industry analysts, Omega Healthcare has consistently been ranked a leader in driving operational performance excellence.

Key Responsibilities:

• Monitor team performance (attendance, productivity, quality, and compliance)

• Provide performance reports and updates using tracking tools

• Deliver coaching and on-the-job training (billing, credentialing, healthcare processes)

• Handle escalations, including billing disputes, adjustments, and complex cases

• Manage customer complaints and support issue resolution

• Conduct performance reviews and provide actionable feedback

• Address attendance, behavior, and performance issues

• Ensure operational coverage, including handling calls when necessary

• Oversee daily operations: workload distribution, productivity, and quality

• Support hiring, onboarding, and development of team members

• Identify process improvements and drive operational efficiency

Qualifications:

• Bachelor's degree in any field

• At least 3 years of experience as a Team Leader in a healthcare/BPO environment

• Strong experience in healthcare account management

• Background in patient accounts and customer service operations

• Strong leadership, coaching, and stakeholder management skills

• Willing to work night shift and be based in Ortigas, Pasig