Manager

Op360; Davao City; On-site; PHP 334,800 - 558,000; Full time

Job summary

A leading healthcare BPO is seeking an experienced individual to oversee daily operations of a healthcare account in Davao City. Responsibilities include leading and developing staff, ensuring performance targets, and advocating for compliance with healthcare regulations. The ideal candidate has at least 2 years of experience in a similar role within a BPO environment, possesses strong leadership skills, and has a solid understanding of healthcare workflows and compliance practices. This position requires excellent communication and analytical skills.

Qualifications

• Minimum of 2 years of experience managing a healthcare account in a BPO or call center environment.
• Proven leadership skills with the ability to manage diverse teams and deliver results under pressure.
• Strong understanding of healthcare workflows, compliance standards (HIPAA, PHI), and customer service best practices.
• Excellent communication, organizational, and analytical skills.

Responsibilities

• Oversee daily operations of a healthcare account, ensuring performance targets and SLAs are met.
• Lead, coach, and develop team leaders and frontline staff.
• Monitor key metrics and implement data-driven strategies for improvement.
• Ensure compliance with healthcare regulations and internal policies.
• Collaborate closely with cross-functional teams to drive operational efficiency.
• Handle escalations and resolve issues in a timely manner.
• Participate in client meetings and audits.
• Identify opportunities for process improvement and support implementation of automation.

Skills

Leadership

Data analysis

Customer service

Compliance knowledge

Education

Bachelor's degree in Business Administration, Healthcare Management, or related field

Tools

CRM systems

Workforce management tools

Microsoft Office (Excel, PowerPoint)

Job description

Davao City, Philippines | Posted on 04/17/2025

Oversee daily operations of a healthcare account, ensuring performance targets and service level agreements (SLAs) are met or exceeded.

Lead, coach, and develop team leaders and frontline staff to foster a high-performing and customer-centric culture.

Monitor key metrics (e.g., AHT, CSAT, Quality, Compliance) and implement data-driven strategies for improvement.

Ensure compliance with healthcare regulations, data privacy (e.g., HIPAA), and internal company policies.

Collaborate closely with cross-functional teams (e.g., Quality, Training, HR, Client Services) to drive operational efficiency.

Handle escalations and work with stakeholders to resolve issues in a timely and professional manner.

Participate in client meetings, business reviews, and audits to represent operations effectively.

Identify opportunities for process improvement and support implementation of automation or technology-driven solutions.

Create reports and dashboards for leadership and client reporting purposes.

Requirements

Minimum of 2 years of experience managing a healthcare account in a BPO or call center environment.

Proven leadership skills with the ability to manage diverse teams and deliver results under pressure.

Strong understanding of healthcare workflows, compliance standards (HIPAA, PHI), and customer service best practices.

Excellent communication, organizational, and analytical skills.

Proficiency in using CRM systems, workforce management tools, and MS Office (Excel, PowerPoint, etc.).

Bachelor's degree in Business Administration, Healthcare Management, or a related field preferred.