Remote Health Guide Ops Manager: Patient Experience

BizForce; Metro Manila; On-site; PHP 1,339,000 - 2,009,000; Full time

Benefits offered by this job

Permanent Work From Home

Leave Credits

Monetary Allowance

Annual Bonus

Weekly Paychecks

Fixed Weekends Off

Thriving Company Culture with Complete

Job summary

BizForce seeks an experienced Manager, Health Guide Operations & Patient Experience to lead, scale, and continuously improve our Health Guide function. This role oversees day-to-day performance and patient experience across a growing team, while supporting and developing team leads.

You will partner with senior leadership to ensure efficient, patient-first operations, coach teams, drive data-driven improvements, and collaborate across Product, Engineering, Operations, and Clinical leadership.

Qualifications

• 4-7 years of experience in operations, customer experience, healthcare support, service delivery, or a related leadership function.
• Experience managing, coaching, or supporting frontline teams in a fast-paced environment.
• Demonstrated experience tracking operational performance and using KPIs or data to identify improvement opportunities.
• Experience working with performance dashboards, reporting, workflows, SOPs, or process documentation.
• Familiarity with CRM, case management, scheduling, or workflow management systems.
• Strong experience with process improvement and operational problem-solving.
• Excellent written and verbal communication skills.
• Strong organizational, analytical, and leadership abilities.
• Experience working with distributed, remote, or offshore teams.
• Experience in healthcare, telehealth, MSK, patient navigation, or healthcare support operations.
• Exposure to personal injury, legal, or medically related documentation workflows.
• Familiarity with quality assurance and audit processes.
• Experience with Lean, Six Sigma, PDSA, or PDCA.
• Experience working in a high-growth or rapidly scaling organization.

Responsibilities

• Health Guide Team Leadership & Performance: Manage and support Health Guide team leads; monitor and improve key metrics; develop dashboards and weekly reporting; coaching routines and performance plans; drive productivity and quality; foster accountability and collaboration.
• Patient & Client Experience: Own patient journey from referral to follow-up; identify gaps and friction points; partner with teams to implement improvements; standardize communication quality and service expectations; monitor feedback for action plans.
• Process Improvement & Cross-Functional Collaboration: Act as operational partner with Product, Engineering, Operations, Provider teams, Clinical leadership; map and improve workflows; reduce bottlenecks and handoffs; pursue automation and system enhancements.
• Quality, Compliance & Documentation: Ensure HIPAA compliance, SOPs, documentation, QA reviews, root-cause analysis, and ongoing quality improvements; maintain training materials and onboarding.

Skills

Operations leadership

Healthcare support

KPIs & data analysis

Process improvement

Remote/offshore teams

Communication skills

Tools

CRM systems

Workflow tools

Data dashboards

Job description

BizForce seeks an experienced Manager, Health Guide Operations & Patient Experience to lead, scale, and continuously improve our Health Guide function. This role oversees day-to-day performance and patient experience across a growing team, while supporting and developing team leads.

You will partner with senior leadership to ensure efficient, patient-first operations, coach teams, drive data-driven improvements, and collaborate across Product, Engineering, Operations, and Clinical leadership.