Clinical Operations Manager

Teleperformance; Quezon City; Ibrido; PHP 1.500.000 - 2.100.000; Tempo pieno

Descrizione del lavoro

Teleperformance Philippines seeks a seasoned leader to head a high-performance clinical operations team supporting a major US managed care program. You will drive service excellence, clinical quality, and team development in a fast-paced, metrics-driven environment.

Responsibilities include owning SLA/KPI performance, enforcing HIPAA/PHI compliance, mentoring RNs and clinical staff, and aligning with WFM, TA, QA, and client stakeholders to deliver floor-ready workflows.

Competenze

• PH RN license and BSN required.
• Active/unrestricted US RN license required.
• 5+ years clinical/healthcare operations experience.
• 3+ years leading teams in healthcare BPO/shared services.

Mansioni

• Own daily SLA/KPI performance: turnaround time, quality, productivity, documentation.
• Run disciplined operations: huddles, interval monitoring, RCA, recovery plans.
• Enforce HIPAA/PHI compliance with zero tolerance for deviations.
• Lead clinical QA: audits, calibrations, coaching, documentation integrity.
• Develop and mentor RNs, clinical associates, and team leads.
• Partner with WFM, TA, QA, and client stakeholders on delivery and governance.
• Translate protocol updates into floor-ready workflows and training.

Conoscenze

SLA/KPI leadership

Team leadership

HIPAA compliance

Clinical QA

RN mentoring

Training & competency

Cross-functional collaboration

Formazione

PH RN license

BSN degree

US RN license (active)

Descrizione del lavoro

Lead a high-performance clinical operations team supporting a major US managed care program. Drive service excellence, clinical quality, and team development in a fast-paced, metrics-driven environment.

What You'll Do

• Own daily SLA/KPI performance: turnaround time, quality, productivity, documentation.
• Run disciplined operations: huddles, interval monitoring, RCA, recovery plans.
• Enforce HIPAA/PHI compliance with zero tolerance for deviations.
• Lead clinical QA: audits, calibrations, coaching, documentation integrity.
• Develop and mentor RNs, clinical associates, and team leads.
• Manage competency programs, preceptorship, CE tracking, license currency.
• Partner with WFM, TA, QA, and client stakeholders on delivery and governance.
• Translate protocol updates into floor-ready workflows and training.

What You Need

• PH RN license, BSN.
• Active/passed USRN license. (unrestricted)
• 5+ years clinical + healthcare operations experience.
• 3+ years leading teams in healthcare BPO/shared services.
• Strong grasp of US managed care, UM/CM, CMS/HIPAA.
• Proven SLA/KPI leadership in a metrics-driven environment.
• Amenable to US shift and onsite/hybrid setup.

Preferred

• Experience in UM, CM, HRA, triage, or payer operations.
• Familiarity with URAC/NCQA environments.