Healthcare Operations Supervisor | Provider Services

Imagenet Phils., Inc.; Philippines; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Comprehensive HMO Coverage - Medical &

HMO coverage on Day 1 plus 1 dependent

Job summary

Imagenet Phils., Inc. is seeking a Healthcare Operations Supervisor - Provider Services in Valero, Makati City. This onsite role leads Provider Services teams across channels, driving performance, quality, compliance, and provider experience while supporting claims, eligibility, payments, and appeals.

You will coach Team Leaders, analyze metrics, ensure staffing readiness, and partner with cross-functional teams. Flexible schedule incl. nights and weekends may be required.

Qualifications

• High school diploma required; college degree preferred.
• 5+ years in a healthcare contact centre, provider services, claims support, or similar environment.
• 2–3 years in a Team Lead or Supervisor role.

Responsibilities

• Oversee daily operations and performance of multiple Provider Services teams across channels.
• Coach Team Leaders to meet goals and performance standards.
• Monitor KPIs: productivity, quality, attendance, adherence, service levels, and turnaround times.
• Analyze reports and trends to identify risks and drive improvements.
• Partner with Workforce Management and cross-functional teams for staffing and readiness.
• Review QA results and compliance findings; implement corrective actions.
• Lead root-cause analysis with Quality and Training to close gaps.
• Ensure coaching and performance management address QA findings.
• Collaborate with Workforce Management to optimize staffing and capacity.
• Identify opportunities to improve productivity, quality, and provider experience.

Skills

Team leadership

Operational KPI management

Root-cause analysis

Cross-functional collaboration

Flexibility to work nights/weekends

Education

High school diploma

College degree preferred

Tools

Monday.com

AWS Connect

QA platforms

Reporting systems

Microsoft Office

Job description

Healthcare Operations Supervisor | Provider Services

Work Set-up: Onsite - eligibleto WFH after training based onperformance and business requirements

Location: Valero, Makati City
Schedule: Graveyard | Shifting Hours

About the role

The Healthcare Operations Supervisor - Provider Services plays a critical leadership role in driving operational excellence across multiple healthcare support teams. This position is responsible for ensuring Team Leaders and their teams consistently achieve performance, quality, compliance, productivity, service-level, and provider experience goals while supporting claims, eligibility, payments, appeals, EOBs, and other provider-related inquiries. The Supervisor serves as a key escalation point, develops frontline leaders, manages operational risks, and partners with cross-functional teams to deliver outstanding client and business results.

Key responsibilities

• Oversee the daily operations and performance of multiple Provider Services teams across various support channels

• Lead, coach, and hold Team Leaders accountable for achieving operational goals and performance expectations

• Monitor key metrics including productivity, quality, attendance, schedule adherence, service levels, turnaround times, and provider experience

• Analyze operational reports, dashboards, and performance trends to identify risks, drive improvements, and implement corrective actions

• Partner with Workforce Management and other cross-functional teams to ensure adequate staffing, operational readiness, and consistent execution of business priorities

• Monitor QA results, error trends, documentation accuracy, and compliance findings to identify risks and improvement opportunities

• Lead root-cause analysis and collaborate with Quality and Training teams to resolve recurring quality, process, system, or knowledge gaps

• Ensure Team Leaders appropriately address QA findings through coaching, corrective actions, refresher training, and performance management

• Partner with Workforce Management to monitor staffing levels, schedules, attendance, adherence, queue volumes, service levels, and operational capacity

• Identify opportunities to improve productivity, quality, service levels, provider experience, workflow efficiency, and operational consistency

About you

• High school diploma or equivalent required; college degree or relevant post-secondary education is preferred

• At least 5 years of experience in a healthcare contact centre, provider services, claims support, or comparable healthcare operations environment

• At least 2 to 3 years of experience in a Team Lead, Supervisor, or comparable people-management role

• Experience managing multiple teams, Team Leaders, or a large contact-centre workforce is strongly preferred

• Working knowledge of healthcare claims, EOBs, appeals, eligibility, benefits, payment processes, provider-service workflows, and contact-centre operations

• Demonstrated ability to manage operational performance through KPIs, dashboards, reporting, root-cause analysis, and action planning

• Proficiency with Microsoft Office and online systems; ability to learn and navigate multiple healthcare, client, reporting, workforce, QA, and performance-management systems

• Experience with Monday.com, AWS Connect, workforce tools, QA platforms, performance dashboards, and reporting systems is highly preferred

• Ability to work flexible schedules, including nights, weekends, and holidays, based on client coverage and operational requirements

Benefits

• Comprehensive HMO Coverage - Medical & Dental

• HMO coverage on Day 1 plus 1 dependent

About us

Imagenet is a technology-forward healthcare operations partner with more than 25 years of experience helping healthcare payers manage critical administrative and operational processes. Founded in 2000 and headquartered in Tampa, Florida, Imagenet supports 150+ health plans through its payer clients. Our teams help improve efficiency, accuracy, visibility, and service across complex healthcare operations, including digital mailroom, claims adjudication, contact center, member communications, and related administrative functions. By combining experienced operational teams, proven processes, and purpose-built workflow technology, Imagenet helps payers keep essential processes moving for the members, providers, and communities they serve. Imagenet operates 10 secure facilities across the U.S. and one secure facility in Manila, Philippines.