CSR Team Lead - Healthcare Account

CF Solutions Philippines Inc.; Quezon City; On-site; PHP 480,000 - 720,000; Full time

Job summary

CF Solutions Philippines Inc. is seeking a Healthcare CSR Team Leader to supervise a patient scheduling and service-quality team in Quezon City. The role focuses on training, performance management, and cross-team collaboration to improve patient experience.

Required are 2+ years in CSR Healthcare and leadership, plus proficiency with Excel, Word, and Google Workspace, and familiarity with EHR/EMR systems. Onsite work at Estancia/Eastwood QC is expected.

Qualifications

• Minimum of 2 years' experience in CSR Healthcare.
• 2 years' experience in Leadership for Healthcare Account.
• Knowledge of Excel, Word, and Google products.
• Knowledge in EHR, ECW, EMR or any patient record system.
• Patient scheduling experience.

Responsibilities

• Lead and manage a team of Customer Service Representatives which includes training, supervision, quality assurance and performance management.
• Monitor team performance and implement strategies to improve efficiency and quality of service.
• Monitor calls for Quality Assurance.
• Lead schedulers who booked patients to Provider’s appointment calendar.
• Document processes, develop and update practical knowledge base.
• Conduct regular meetings to report and update status of each clinic location to ensure Managers needs are being met.
• Identify opportunities for process improvements based on data analytics.
• Act as a point of contact for escalations and complex issues and resolve them timely.
• Collaborate with other teams to optimize workflows and enhance the overall customer experience.
• Delegate outbound calls to ensure all patients are called to confirm appointments and reschedule as needed.
• Review missed calls and crisis callers promptly.

Skills

Leadership

CSR Healthcare

Patient scheduling

Data analytics

Google Workspace

Tools

Excel

Word

Google products

EHR/EMR

Job description

Key Responsibilities:

• Lead and manage a team of Customer Service Representatives which includes training, supervision, quality assurance and performance management.

• Monitor team performance and implement strategies to improve efficiency and quality of service

• Monitor calls for Quality Assurance

• Lead schedulers who booked patients to Provider’s appointment calendar

• Document processes, develop and update practical knowledge base

• Conduct regular meeting to report and update status of each clinic’s location to ensure Managers needs are being met

• Identify opportunities for process or improvements and provide recommended resolutions to address/resolve it based on data analytics

• Act as a point of contact for escalations and complex issues, resolving them in a timely and professional manner

• Collaborate with other teams to optimize workflows and enhance the overall customer experience

• Delegating the task for outbound calls to ensure all patients are called to confirm appointments, reschedule missed appointments and schedule for next follow up appointments within the day

• Reviewing, delegating, and returning missed phone calls and returning the call, or delegating, for all identified crisis callers, as soon as possible.

• Reviewing and returning the call, or delegating, for all identified crisis callers, as soon as possible.

• Ensuring that all patient insurance is validated by the team, the day prior to the scheduled appointment, and on the 1st of every month

• Ensure agents are scheduling and monitoring new/follow up patients

Qualifications

• Minimum of 2 years' experience in CSR Healthcare.

• 2 years' experience in Leadership for Healthcare Account

• Knowledge of Excel, Word, and Google products

• Knowledge in EHR, ECW, EMR or any patient record system

• Patient scheduling experience

• Okay to work onsite in Estancia/ Eastwood Quezon City