Healthcare Operations Team Lead — Coaching & Impact

VXI Global Holdings B.V. (Philippines); Davao City; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

VXI Global Holdings B.V. (Philippines) is seeking a Team Leader for Healthcare Programs to oversee day-to-day performance, development, and engagement of a Team of Healthcare BPO Agents supporting U.S. healthcare programs.

You will lead coaching, performance reviews, and ensure regulatory compliance (HIPAA, CMS), while driving quality, productivity, and customer experience. Strong leadership and stakeholder collaboration are essential.

Qualifications

• Minimum 3 years of experience in a healthcare contact center, healthcare BPO, managed care, health insurance, or healthcare services.
• Minimum 1 year of leadership, supervisory, coaching, SME, or senior agent experience.
• Experience supporting Medicare, Medicaid, Marketplace, Commercial Health Plans, Managed Care, Provider Services, Claims, Enrollment, Member Services, or Grievance & Appeals programs.
• Experience managing performance metrics and employee development activities.
• Experience handling customer escalations and operational issue resolution.

Responsibilities

• Lead, supervise, and support a team of Healthcare BPO Agents to achieve client objectives.
• Provide daily direction and performance support to team members.
• Conduct regular one-on-one meetings, team huddles, coaching sessions, and reviews.
• Foster a positive, inclusive, high-performance work environment.
• Monitor engagement, attendance, and adherence to policies.
• Coach and develop staff through performance plans and evaluations.
• Collaborate with SMEs, Quality, Training, and Ops Leadership to improve agent effectiveness.

Skills

Leadership

Coaching

Mentoring

Communication

Analytical

Problem solving

Conflict resolution

Time management

MS Office

CRM systems

Workforce management

Operational reporting

Team motivation

Tools

CRM systems

Workforce management tools

Microsoft Office

Job description

VXI Global Holdings B.V. (Philippines) is seeking a Team Leader for Healthcare Programs to oversee day-to-day performance, development, and engagement of a Team of Healthcare BPO Agents supporting U.S. healthcare programs.

You will lead coaching, performance reviews, and ensure regulatory compliance (HIPAA, CMS), while driving quality, productivity, and customer experience. Strong leadership and stakeholder collaboration are essential.