Manager- Patient Access (Transfer Center)

Bon Secours; Philippines; Hybrid; PHP 2,500,000 - 3,500,000; Full time

Benefits offered by this job

HMO medical coverage

Work From Home allowance

Paid vacation & sick leave

SSS/PhilHealth/Pag-IBIG contributions

Hybrid/onsite/virtual work model

Career growth & mentorship

Job summary

Bon Secours Mercy Health in the Philippines seeks a Manager of Transfer Center to oversee patient transfer services, aligning with regulatory and safety standards. The role partners with Conduit leadership to drive performance and continuous improvement across clinical call center operations.

The ideal candidate has 5+ years of leadership in clinical settings, a PH RN license, and US transfer center experience. Hybrid/onsite/virtual work arrangements are available to support global operations.

Qualifications

• Bachelor’s Degree in Nursing required.
• PHRN license through PRC required; US RN license also required.
• 5+ years of clinical healthcare leadership experience required.
• 1+ year bedside or clinical environment experience required.
• Minimum 1 year experience in a transfer center supporting a US health system (required).
• 2 years of direct clinical contact center experience (preferred).

Responsibilities

• Provide strategic and operational leadership for patient transfer services.
• Serve as escalation point for supervisors in clinical call center operations.
• Lead and develop high-performing teams with clear goals and accountability.
• Act as liaison with US health system leaders and clients for alignment and onboarding.
• Drive continuous improvement, workflow design, and data-driven decisions to meet SLAs.

Skills

Healthcare leadership

Communication

Team leadership

Clinical transfer center

Problem solving

Education

Bachelor's degree in Nursing

Master's degree (preferred)

Tools

Epic EHR

Genesys contact center

Job description

Thank you for considering a career at Bon Secours Mercy Health!

Scheduled Weekly Hours:

40

Work Shift:

8pm to 5am (Philippines)

Primary Function/General Purpose of Position

The Manager of Transfer Center services will oversee operation and performance partnering with Conduit leadership to ensure servicesfollow best practices and meet benchmarks, service level agreements, client expectations, and regulatory processes. The manager will also support the ongoing development of their teams byprovidingprofessional guidance, setting performance expectations, guiding professional development, mentoring their teams, and fostering an environment that enhances operational excellence through continuous improvement. The manager will serve as anadditionalpoint of escalation to support supervisors with clinicalcall centerexpertise.Responsible for providingdevelopment,training, coaching, and mentoring todirect reports.

Essential Job Functions

• Provides strategic and operational leadership for patient transfer services, anticipating evolving business needs and ensuring delivery of high-quality, patient-centered care aligned with clinical safety, regulatory, and compliance standards.
• Serves as anadditionalpoint of escalation for supervisors to support clinical call center operations.
• Leads and develops high-performing teams by setting clear goals, evaluating performance, supporting professional development, fostering engagement and accountability, and guiding teams effectively through change.
• Serves as a key liaison with U.S. health system leaders and clients, ensuring clear communication, operational transparency, alignment with client needs, and support for account management and onboarding.
• Drives continuous improvement and operational excellence through process improvement initiatives, workflow design, performance monitoring, data driven decision-making, and achievement of service level agreements and benchmarks.
• Ensuresorganizational readiness and sustainability by supporting quality improvement, regulatory compliance, workforce management, administrative policy development, and cross-functional business support.

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees maybe requiredto perform other job-related duties as required by their supervisor, subject to reasonable accommodation.

Licensing/Certification

Active Philippines Registered Nurse (PHRN) license through the Professional Regulation Commission (PRC)– Required

Previousor current US Registered Nurse (RN) License– Required

Education

Bachelor’s Degree, Nursing, Health Sciences/Healthcare Informatics/Healthcare Management – Required

Master’s Degree, Health Sciences/Healthcare Informatics/Healthcare Management – Preferred

Work Experience

5+years of clinical healthcare leadership experience – Required

1+ year of bedsideor clinicalenvironment experience – Required

Minimum 1 year of experience working in a transfer center supporting a U.S. health system (required) and 2 years of direct clinical contact center experience (preferred)

1+ year experience working in a US hospital – Preferred

Prior experience in a globalcaptivecenter or shared services model – Preferred

Training

EpicElectronicHealthRecord – Preferred

Genesys contact center – Preferred

Language

English

Skills

• Strategic, adaptable healthcare leader with a flexible management style, strong operational discipline, and a proven ability to drive results, manage change, and deliver continuous improvement in fast-paced, startup, or growth environments.
• Highly effective communicator and influencer with exceptional presentation, negotiation, and interpersonal skills; trusted partner to U.S. health system leaders, international teams, and diverse stakeholders.
• Clinically informed and operationally savvy, with deep knowledge of transfer center services, clinical call center principles, Epic EHR systems, program measures, and patient transfer workflows.
• Collaborative, patient-centeredleaderwho builds and motivates high-performing teams, fosters teamwork and relationship-building, aligns diverse groups to shared goals, and supports safe, high-quality care.
• Results-oriented problem solver with strong decision-making, organizational skills, attention to detail, and critical thinking; skilled in conflict resolution, workforce performance optimization, and Microsoft Office tools (Word, Excel, PowerPoint).

As a Bon Secours Mercy Health associate, you’re part of a Mission that matters. We support your well-being – personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.

What we offer

• Comprehensive HMO medical coverage, retirement plan and group life and accident insurance
• One-time Work From Home allowance, connectivity allowance, wellness allowance and role-specific allowances
• Paid vacation and sick leave
• Government-mandated benefits: SSS, PhilHealth and Pag-IBIG contributions
• Flexible working model with hybrid, onsite or virtual arrangements (based on role and business need)
• Mission-driven culture events, community outreach and service opportunities
• Learning and development programs, mentorship and clear career growth pathways
• Modern, collaborative office spaces and regular engagement and culture-building activities

Benefits may vary based on employment terms and role.

Department:

Human Resources - Talent Acquisition - BSMH Global Business Systems

It is our policy to comply with all applicable Philippine labor laws and regulations and to uphold equal employment opportunity in all aspects of recruitment and employment.

All applicants will be considered for employment based on merit, qualifications, and business requirements, without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity or expression, civil status, age, disability, genetic information, nationality, or any other status protected under Philippine law.

We are committed to providing an inclusive workplace free from unlawful discrimination and harassment.

If you are a person with a disability and require reasonable accommodation as part of the application or selection process, please contact the Talent Acquisition Team at ••••@bsmhealth.org. We will work with you to provide appropriate assistance in accordance with applicable laws and company policy.