Healthcare Call Center Leader

Confidential

Philippines

On-site

PHP 800,000 - 1,000,000

Full time

5 days ago

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Job summary

Confidential is seeking an operations supervisor in the Philippines to lead a customer service team in healthcare benefits. The role focuses on LOA processing, compliance, and delivering high-quality service.

You will coach staff, monitor performance, and collaborate with providers and IT to resolve issues and improve service delivery. This full-time position offers growth in a dynamic operations environment.

Qualifications

Minimum 5 years in customer service, call center ops, HMO, healthcare benefits or life insurance ops in a supervisory role.
Experience managing customer service teams and healthcare provider coordination.
Strong background in SLA, workforce planning, QA and performance management.
Experience handling complaints, escalations and regulatory compliance.

Responsibilities

Lead the team in handling customer inquiries, requests, complaints, and escalations.
Oversee LOA issuance and ensure adherence to policies and benefits.
Coach and develop team members to meet performance targets and service excellence.
Monitor productivity, quality and process improvements to boost efficiency.
Ensure compliance with policies and regulatory requirements; prepare reports.
Coordinate with healthcare providers, IT, and internal teams to resolve issues.
Other tasks/projects that may be assigned.