Healthcare Operations Team Leader - BPO

Access Healthcare Services Manila, Inc.; Pasay; On-site; PHP 600,000 - 900,000; Full time

Job summary

Access Healthcare Services Manila, Inc. is seeking a dynamic Healthcare Team Leader to guide a team of healthcare associates in delivering high-quality customer experiences.

The role focuses on mentoring staff, maintaining HIPAA compliance, and driving performance in a busy healthcare BPO environment. The ideal candidate has leadership experience in healthcare BPOs, strong communication skills, and a track record of process improvements.

Qualifications

• Leadership experience in a fast-paced, high-volume environment.
• Strong communication and interpersonal skills; customer-focused.
• Solid understanding of HIPAA compliance and healthcare data security.

Responsibilities

• Lead, mentor, and motivate a team of healthcare associates to achieve performance targets.
• Monitor daily operations, ensuring adherence to quality standards and HIPAA compliance.
• Conduct regular performance reviews, coaching sessions, and training initiatives.
• Handle escalations and provide effective resolutions to client and patient concerns.
• Collaborate with management to implement process improvements and optimize workflows.
• Prepare and present reports on team performance, productivity, and quality metrics.

Skills

Leadership

Communication

Problem-solving

Data Security

Performance Management

Coaching

Job description

We are seeking a dynamic and experienced Healthcare Team Leader to join our growing healthcare BPO operations. The ideal candidate will be responsible for leading a team of healthcare associates, ensuring service excellence, compliance with healthcare regulations, and delivering outstanding customer experiences.

Key Responsibilities

• Lead, mentor, and motivate a team of healthcare associates to achieve performance targets.

• Monitor daily operations, ensuring adherence to quality standards and compliance with HIPAA and other healthcare regulations.

• Conduct regular performance reviews, coaching sessions, and training initiatives.

• Handle escalations and provide effective resolutions to client and patient concerns.

• Collaborate with management to implement process improvements and optimize workflows.

• Prepare and present reports on team performance, productivity, and quality metrics.

Qualifications

• Prior Authorization – Strong understanding of prior authorization processes, insurance requirements, and payer guidelines.

• Patient Scheduling – Experience coordinating patient appointments, schedules, and healthcare service requirements.

• Healthcare BPO Experience – Minimum 1–2 years of experience in healthcare BPO operations, including at least 1–2 years in a leadership or supervisory role.

• Healthcare Knowledge – Solid knowledge of healthcare processes, insurance claims, medical billing, or patient support services.

• Leadership Skills – Proven ability to lead, coach, motivate, and manage teams in a fast-paced, high-volume environment.

• Communication & Problem-Solving – Excellent communication, interpersonal, decision-making, and problem-solving skills.

• Compliance & Data Security – Familiarity with HIPAA compliance, patient privacy, and healthcare data security standards.

• Performance Management – Ability to monitor team performance, drive productivity, and maintain high-quality service standards.