Healthcare Support & AI Operations Lead (Night Shift)

MicroSourcing International; Cebu City; On-site; PHP 700,000 - 1,000,000; Full time

Benefits offered by this job

Healthcare coverage on day one

PTO with cash conversion

Group life insurance

Performance bonuses

Team events

Job summary

MicroSourcing in Cebu, Philippines, is seeking a Team Lead for Healthcare Customer Support & AI Operations to supervise night shift operations onsite and ensure SLA adherence during U.S. business hours.

Ideal candidates bring 2+ years in healthcare/ops leadership with strong English communication, knowledge of EHR/CRM systems, and experience coaching teams to deliver accurate, compliant patient interactions.

Qualifications

• 2+ years of leadership/supervisory experience in healthcare operations, contact centers, or customer success.
• Solid background in U.S. healthcare administrative workflows (patient intake, scheduling, insurance eligibility, HIPAA compliance).
• Exceptional written and verbal English skills with a U.S.-facing communication style and strong coaching ability.
• Strong technical aptitude and ability to navigate EHR, CRM, and AI monitoring platforms simultaneously.

Responsibilities

• Supervise daily shift operations, attendance, task allocation, and queue management to ensure team SLAs during U.S. business hours.
• Establish quality assurance standards and conduct regular audits on specialists' interventions, AI review outputs, and patient communication.
• Coach and mentor HITL specialists through 1-on-1s, call evaluations, and structured feedback focused on empathy, accuracy, and process adherence.
• Synthesize AI error logs, tone/logic defects, and edge cases into actionable feedback for product and AI development teams.
• Partner with client practices to align on scheduling logic, insurance verification, HIPAA compliance, and complex operational escalations.

Skills

Leadership

Healthcare operations

Customer success

English communication

EHR CRM navigation

Tools

EHR systems

CRM platforms

AI monitoring tools

Job description

MicroSourcing in Cebu, Philippines, is seeking a Team Lead for Healthcare Customer Support & AI Operations to supervise night shift operations onsite and ensure SLA adherence during U.S. business hours.

Ideal candidates bring 2+ years in healthcare/ops leadership with strong English communication, knowledge of EHR/CRM systems, and experience coaching teams to deliver accurate, compliant patient interactions.