Operations & Scheduling Lead for Customer Care

Med-Metrix; Pasig; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Med-Metrix is seeking an Operations Manager - Scheduling in Pasig to ensure high-quality service and drive efficiency across the scheduling team.

You will monitor productivity, coach agents, implement new procedures, and prepare daily and monthly reports for executives while maintaining HIPAA/PHI compliance. The role requires leadership, scheduling experience, and knowledge of payor/insurance processes.

Qualifications

• Bachelor’s degree and 3–5 years related experience.
• At least 2 years of managerial experience.
• 2–5 years of scheduling experience.
• Experience with Authorization, Insurance Verification, and Eligibility.
• Experience with B2C inbound call center operations.

Responsibilities

• Resolves escalated issues by coordinating with supervisor and CSR across departments.
• Monitors calls for quality, accuracy, and policy adherence; provides coaching.
• Analyzes productivity and drives improvements to meet goals.
• Leads hiring, training, and performance evaluations.
• Ensures HIPAA/PHI compliance and policy adherence across the team.

Skills

Managerial experience

Scheduling

Cross-department coordination

Customer service excellence

Communication skills

Education

Bachelor’s degree (B.A.) or equivalent

Tools

NextGen

Epic

Athena

Excel

PowerPoint

Job description

Med-Metrix is seeking an Operations Manager - Scheduling in Pasig to ensure high-quality service and drive efficiency across the scheduling team.

You will monitor productivity, coach agents, implement new procedures, and prepare daily and monthly reports for executives while maintaining HIPAA/PHI compliance. The role requires leadership, scheduling experience, and knowledge of payor/insurance processes.