Call Center Supervisor (Health Care)

iCare HMO; Makati; Presencial; PHP 391.000 - 670.000; Tempo integral

Resumo da vaga

iCare HMO is seeking an HMO Call Center Supervisor to lead daily operations, ensure accurate benefit information, and meet performance targets. The role involves supervising agents, monitoring KPIs, handling escalations, and coordinating with Medical Services, Claims, and IT to maintain service quality.

The ideal candidate has experience in HMO operations and healthcare customer service, with strong leadership and analytical skills to drive improvements and maintain data privacy compliance.

Qualificações

• Bachelor’s degree in nursing, or any medical allied course.
• Experience in HMO operations, healthcare customer service, and call center supervision.
• Strong leadership, communication, analytical, and problem-solving skills.
• Knowledge of HMO benefits, medical authorization processes, and call center performance metrics.

Responsabilidades

• Oversee daily call center activities, staffing, queues, attendance, and schedule adherence.
• Supervise, coach, and evaluate team leaders and agents to improve performance.
• Monitor service level, abandonment rate, quality scores, and customer satisfaction.
• Investigate complaints, resolve issues, and endorse complex cases promptly.
• Ensure adherence to HMO policies, SOPs, and data privacy requirements.
• Coordinate with Medical Services, Provider Network Management, Admissions, Claims, Reimbursement, Sales and IT teams.
• Coordinate technical issues, downtime procedures, and monitor backlogs.
• Prepare operational and incident reports and action plans.
• Identify gaps and recommend improvements to enhance service quality and efficiency.

Conhecimentos

Leadership

Communication

Analytical thinking

Problem solving

HMO knowledge

Formação

Bachelor’s degree in nursing or medical allied course

Descrição da vaga

Job Description: HMO Call Center Supervisor

Job Summary: Responsible for supervising daily HMO call center operations to ensure efficient customer service, accurate benefit information, timely medical assistance, and achievement of operational targets. Oversees team performance, ensures compliance with company policies, and coordinates with internal departments to resolve member and healthcare provider concerns.

Key Duties and Responsibilities:

1. Operations Management – Oversee daily call center activities, staffing, call queues, attendance, and schedule adherence.

1. Team Leadership – Supervise, coach, and evaluate team leaders and agents to improve performance and productivity.

1. KPI Monitoring – Monitor service level, abandonment rate, quality scores, customer satisfaction, and overall team performance.

1. Escalation Management – Investigate complaints, resolve service issues, and ensure timely endorsement of complex cases.

1. Quality Assurance and Compliance – Ensure adherence to HMO policies, standard operating procedures, and data privacy requirements.

1. Interdepartmental Coordination – Work closely with Medical Services, Provider Network Management, Admissions, Claims, Reimbursement, Sales and IT teams.

1. System and Incident Management – Coordinate technical issues, implement approved downtime procedures, and monitor backlogs.

1. Reporting and Documentation – Prepare operational reports, incident reports, performance reviews, and corrective action plans.

1. Process Improvement – Identify operational gaps and recommend improvements to enhance service quality, efficiency, and member satisfaction.

Qualifications:

• Bachelor’s degree in nursing, or any medical allied course

• Experience in HMO operations, healthcare customer service, and call center supervision.

• Strong leadership, communication, analytical, and problem-solving skills.

• Knowledge of HMO benefits, medical authorization processes, and call center performance metrics.

Key Objective:

To ensure excellent member service, accurate medical assistance, efficient call center operations, and consistent achievement of company performance targets while maintaining compliance with HMO policies and procedures.