Team Lead - Operations | Healthcare

vCustomer Philippines, Inc.; Quezon City; Remote; PHP 900,000 - 1,200,000; Full time

Benefits offered by this job

Health coverage

Career growth

Training programs

Referral rewards

Inclusive culture

Job summary

Tech Mahindra Philippines is hiring a Team Leader for a BPO-focused role, based in Eastwood, Quezon City, with a remote, graveyard shift (10PM-7AM) schedule. You will lead complex healthcare engagements, ensure high-quality service, and coordinate with cross-functional teams to deliver customer-centric solutions for global clients.

The role focuses on driving operational excellence, guiding teams to meet KPIs, and supporting account transitions and new program launches.

Qualifications

• Experience in Healthcare domain with US payer/provider operations.
• Knowledge of Durable Medical Equipment (DME) services and compliance.
• Understanding HIPAA/PHI data privacy and contact center metrics.

Responsibilities

• Lead and deliver complex healthcare client engagements with internal teams.
• Provide excellent customer service, identify client needs, and maintain stakeholder relationships.
• Oversee deliverables quality and manage team performance for operational excellence.
• Participate in proposal development for new business opportunities.
• Balance stakeholder priorities while aligning team goals and deliverables.
• Coach associates to achieve KPIs and reduce attrition while driving engagement.

Skills

Healthcare domain knowledge

US payer operations

DME services knowledge

Tools

Five9 (Cloud Telephony)

Bonafide (DME Order Mgmt)

Job description

We’re Hiring: Team Leader - BPO

Work Where People Matter

• At Tech Mahindra Philippines, we’re more than just a BPO — we’re a Certified Great Place to Work® where your growth and well-being come first. With thriving hubs in Cebu and Manila, we’re helping people like you build meaningful careers while making a real difference for customers around the world.

Why You’ll Love It Here

• Growth you can see – promotions and career paths await

• Learning that sticks – trainings to sharpen your skills

• A workplace that cares – inclusive, supportive, and people-first

• Health coverage you can count on

• Rewards when you refer friends to join the team

Your Day-to-Day

• Lead and deliver complex client engagements while coordinating with internal teams to execute effective business solutions.

• Provide excellent customer service, identify client needs, and maintain strong stakeholder relationships.

• Oversee the quality of deliverables and manage team performance to drive operational excellence.

• Participate in proposal development for new business opportunities.

• Balance stakeholder priorities while ensuring the team understands overall goals, expectations, and deliverables.

• Establish operational objectives, delegate responsibilities, and conduct regular team meetings to improve productivity and customer satisfaction.

• Conduct root cause analyses and develop corresponding action plans.

• Coach associates to achieve KPIs and performance metrics.

• Manage team attrition and drive employee engagement.

• Collaborate with Recruitment, Training, Quality, Workforce, and HR to improve employee profiling and performance.

• Perform other tasks assigned by leadership.

• Support the transition and stabilization of a new account, including readiness activities, pilot operations, and workflow implementation.

• Assist in developing SOPs, workflows, call flows, and operational documentation required for a new program launch.

• Participate in WFM alignment discussions covering staffing models, nesting strategies, and early-stage performance governance.

• Ensure pilot teams maintain accurate documentation essential for audit and compliance requirements related to HR, Payroll, and SaaS environments.

What We’re Looking For

Technical Skills

• Health Call (Clinical Intake Application) – Proficiency in end-to-end patient demographic capture, eligibility validation, and structured clinical assessment workflows, including accurate data entry into EMR/EHR systems while ensuring HIPAA-compliant handling of Protected Health Information (PHI).

• Bonafide (DME Order Management Platform) – Working knowledge of patient record administration, order intake, insurance verification, and document lifecycle management within the Bonafide application, including CMN (Certificate of Medical Necessity) tracking and payer-specific compliance.

• Five9 (Cloud Telephony / CCaaS Platform) – Hands-on experience with the Five9 omnichannel contact center platform, including ACD/IVR call handling, outbound queue management, call quality adherence, and integrated workflow navigation.

Qualifications & Role Requirements

• Prior experience in the Healthcare domain, with exposure to US payer/provider operations.

• Demonstrated experience in Durable Medical Equipment (DME) services, including O2 collection/resupply, order processing, prior authorization coordination, and adherence to regulatory and payer compliance standards.

• Strong understanding of healthcare terminology, HIPAA/PHI data privacy protocols, and contact center performance metrics.

Work Setup

• Location: Eastwood, Quezon City

• Shift: Work from Home, Graveyard (10PM-7AM Philippine Time)

About Tech Mahindra Philippines

• We’re a global provider of IT and business process services, helping industries like telecommunications, healthcare, retail, banking, e-commerce, travel, and logistics. In the Philippines, we’re home to thousands of talented professionals who value growth, diversity, and teamwork.