Healthcare Team Manager

ALTRUE; Urdaneta; On-site; PHP 893,000 - 1,786,000; Full time

Job summary

ALTRUE in the Philippines is hiring a Healthcare Team Manager to lead a team of about 20 Healthcare Intake Agents supporting a U.S.-based healthcare organization. This onsite role requires hands-on leadership to manage daily operations, staffing, schedules, and performance.

The ideal candidate has strong people management skills, experience with U.S. healthcare accounts, and can coach, train, and escalate effectively. Night shifts, weekends, and holidays are required as needed.

Qualifications

• At least 5 years of leadership experience in BPO operations.
• Proven experience handling U.S. healthcare accounts or campaigns.
• Strong people management, coaching, and performance management skills.
• Experience with workforce scheduling and coverage planning.
• Experience conducting new-hire training, refresher training, and employee upskilling.
• Good understanding of operational KPIs, productivity, quality, attendance, and service levels.
• Strong problem-solving and escalation-management skills.
• Excellent written and verbal English communication skills.
• Comfortable working directly with U.S.-based clients and stakeholders.
• Must be willing to work onsite in Urdaneta City, Pangasinan.
• Must be able to work night shifts, weekends, and holidays as operationally required.

Responsibilities

• Lead and manage approximately 20 Healthcare Intake Agents.
• Oversee the team's day-to-day operations and ensure operational requirements are consistently met.
• Create and manage team schedules to ensure adequate Intake Agent coverage throughout required operating hours.
• Proactively manage absences, schedule changes, staffing gaps, and coverage requirements.
• Monitor team performance, including productivity, quality, attendance, and other operational KPIs.
• Conduct regular coaching, performance discussions, and team meetings.
• Train and onboard new hires and ensure they are ready before transitioning into production.
• Conduct refresher training and upskilling based on performance trends and operational needs.
• Roll out new processes, workflows, policies, and client updates to the team.
• Handle operational and employee escalations and implement appropriate corrective actions.
• Coordinate with U.S.-based client stakeholders and internal management regarding staffing, performance, and operational concerns.
• Prepare and communicate team performance and operational updates.
• Identify opportunities to improve team efficiency, quality, and overall performance.

Skills

Leadership experience

People management

Scheduling

Training & upskilling

English communication

Escalation management

Client interaction

Job description

WE’RE HIRING: HEALTHCARE TEAM MANAGER

ALTRUE is looking for an experienced Healthcare Team Manager to lead a team of approximately 20 Healthcare Intake Agents supporting a U.S.-based healthcare organization.

We’re looking for a hands‑on leader who can manage day‑to‑day operations, ensure proper staffing and schedule coverage, develop team members, and maintain strong operational performance.

Qualifications

• At least 5 years of leadership experience in BPO operations, preferably as a Team Manager, Operations Manager, or similar leadership role
• Proven experience handling U.S. healthcare accounts or campaigns
• Strong people management, coaching, and performance management skills
• Experience with workforce scheduling and coverage planning
• Experience conducting new-hire training, refresher training, and employee upskilling
• Good understanding of operational KPIs, productivity, quality, attendance, and service levels
• Strong problem-solving and escalation-management skills
• Excellent written and verbal English communication skills
• Comfortable working directly with U.S.-based clients and stakeholders
• Must be willing to work onsite in Urdaneta City, Pangasinan
• Must be able to work night shifts, weekends, and holidays as operationally required

Key Responsibilities

• Lead and manage approximately 20 Healthcare Intake Agents
• Oversee the team's day‑to‑day operations and ensure operational requirements are consistently met
• Create and manage team schedules to ensure adequate Intake Agent coverage throughout required operating hours
• Proactively manage absences, schedule changes, staffing gaps, and coverage requirements
• Monitor team performance, including productivity, quality, attendance, and other operational KPIs
• Conduct regular coaching, performance discussions, and team meetings
• Train and onboard new hires and ensure they are ready before transitioning into production
• Conduct refresher training and upskilling based on performance trends and operational needs
• Roll out new processes, workflows, policies, and client updates to the team
• Handle operational and employee escalations and implement appropriate corrective actions
• Coordinate with U.S.-based client stakeholders and internal management regarding staffing, performance, and operational concerns
• Prepare and communicate team performance and operational updates
• Identify opportunities to improve team efficiency, quality, and overall performance

Work Setup

100% Onsite – Urdaneta City, Pangasinan
Night Shift
Weekend and holiday availability required based on operational needs

If you have experience leading U.S. healthcare operations and enjoy developing people while taking ownership of team performance, we'd like to hear from you.