PH - Registered Nurse Quality Analyst – Healthcare BPO

Access Healthcare Services Manila, Inc.; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Access Healthcare Services Manila, Inc. is seeking an experienced Registered Nurse Quality Analyst to lead and support healthcare operations in a fast-paced BPO environment.

You will supervise and develop a team of Philippine Registered Nurses, ensuring high-quality service delivery, meeting performance targets, and maintaining client compliance with healthcare standards and privacy requirements.

Qualifications

• Bachelor's Degree in Nursing is required.
• Registered Nurse in the Philippines with a valid PRC license.
• 1–2 years of experience in a healthcare BPO, healthcare contact center, clinical support, or related healthcare operations environment.
• At least 1–2 years of experience as a Quality Analyst in Healthcare BPO.

Responsibilities

• Lead and develop a team of nurses and healthcare professionals.
• Ensure quality service delivery and meet KPIs/SLAs.
• Coach, provide feedback, and conduct performance reviews.
• Monitor attendance, productivity, and service quality.
• Coordinate with cross-functional teams for smooth delivery.
• Ensure compliance with clinical protocols and privacy requirements.

Skills

Leadership

Coaching

Communication

Clinical knowledge

Team supervision

Education

Bachelor's Degree in Nursing

Job description

Job Summary

We are seeking an experienced and results-driven Registered Nurse Quality Analyst to lead and support healthcare operations within a fast-paced BPO environment.

The role is responsible for supervising and developing a team of Registered Nurses and healthcare professionals, ensuring high-quality service delivery, meeting operational and clinical performance targets, and maintaining compliance with client requirements and applicable healthcare standards.

The ideal candidate is a Philippine Registered Nurse (PHRN) with strong leadership, communication, clinical knowledge, and healthcare BPO experience. The successful candidate will be responsible for balancing clinical quality, operational performance, employee engagement, and client expectations.

Key Responsibilities

• Set clear performance expectations and ensure team members consistently meet established KPIs and service standards.

• Conduct regular coaching, feedback, performance reviews, and development discussions.

• Monitor attendance, schedule adherence, productivity, quality, and overall team performance.

• Identify performance gaps and implement appropriate coaching and improvement plans.

• Promote employee engagement, teamwork, accountability, and professional development.

• Support recruitment, onboarding, training, and retention initiatives as needed.

Healthcare Operations

• Oversee the day-to-day activities of the assigned healthcare BPO team.

• Ensure timely, accurate, and professional handling of patient, member, provider, or healthcare-related interactions.

• Ensure team adherence to client processes, workflows, scripts, policies, and service-level agreements (SLAs).

• Monitor operational metrics and implement action plans to address performance gaps.

• Manage escalated customer, patient, member, and operational concerns.

• Coordinate with Operations, Quality Assurance, Training, Workforce Management, and other support teams to ensure smooth service delivery.

Clinical Quality & Compliance

• Ensure nursing and healthcare processes are performed in accordance with established clinical protocols and client requirements.

• Review and monitor the quality and accuracy of healthcare-related interactions and documentation.

• Support quality audits, clinical reviews, and compliance initiatives.

• Ensure appropriate escalation of clinical or patient-related concerns.

• Promote compliance with healthcare privacy, confidentiality, and data protection requirements.

• Maintain professional nursing standards while operating within the scope and requirements of the assigned healthcare program.

Qualifications

Required

• Bachelor's Degree in Nursing.

• Must be a Registered Nurse in the Philippines (PHRN) with a valid PRC license.

• Minimum 1–2 years of experience in a healthcare BPO, healthcare contact center, clinical support, or related healthcare operations environment.

• At least 1–2 years of experience in a Quality Analyst in Healthcare BPO setup