Subject Matter Expert - Healthcare

VXI Global Holdings B.V. (Philippines); Davao City; On-site; PHP 500,000 - 900,000; Full time

Job summary

VXI Global Holdings B.V. (Philippines) is seeking a Healthcare Subject Matter Expert to serve as a senior support resource for U.S. healthcare contact center operations.

The role includes coaching, escalation management, and ensuring compliance with client and regulatory requirements. The ideal candidate has strong healthcare knowledge, leadership, and coaching skills, with experience across Medicare, Medicaid, Marketplace, or related health programs, and experience in grievance and appeals

Qualifications

• 3+ years of healthcare customer service or healthcare BPO experience.
• Experience with Medicare Annual Enrollment Period (AEP) and Open Enrollment programs.
• Experience in Grievance & Appeals, Quality Assurance, Training, or Workforce Support functions.
• Experience with healthcare case management systems and reporting tools.
• Leadership, Coaching, or Healthcare Compliance certifications preferred.

Responsibilities

• Serve as a subject matter expert and senior-level support resource for U.S. healthcare contact center operations.
• Provide floor support, coaching, grievance resolution assistance, process guidance, and escalation management.
• Act as liaison between frontline agents, leadership, quality, training, and operations to drive performance improvement and enhance customer experience.
• Support successful resolution of complex member and provider inquiries.
• Ensure compliance with client, regulatory, and operational requirements.

Skills

Healthcare domain knowledge

Leadership

Coaching

Compliance

Education

Associate's degree in Healthcare Administration, Business, Communications, Nursing, or related field

Tools

Healthcare case management systems

Reporting tools

Job description

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

Job Summary

The Healthcare SME is responsible for serving as a subject matter expert and senior-level support resource for U.S. healthcare contact center operations. This role provides floor support, coaching, grievance resolution assistance, process guidance, and escalation management while ensuring compliance with client, regulatory, and operational requirements.

The position acts as a liaison between frontline agents, leadership, quality, training, and operations teams to drive performance improvement, enhance customer experience, and support successful resolution of complex member and provider inquiries.

The ideal candidate possesses strong healthcare knowledge, leadership capabilities, coaching skills, and experience supporting Medicare, Medicaid, Marketplace, Commercial Health Plans, Managed Care, Provider Services, or Grievance and Appeals programs.

Preferred Qualifications

• Associate's degree in Healthcare Administration, Business, Communications, Nursing, or a related field; equivalent experience may be considered.
• 3+ years of healthcare customer service or healthcare BPO experience.
• Experience supporting Medicare Annual Enrollment Period (AEP) and Open Enrollment programs.
• Experience in Grievance & Appeals, Quality Assurance, Training, or Workforce Support functions.
• Experience working with healthcare case management systems and reporting tools.
• Leadership, Coaching, or Healthcare Compliance certifications preferred.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!