USRN Team Lead

Our Clients; Pasig; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Our Clients in the Philippines is seeking an experienced USRN Team Lead to guide a clinical team supporting UMR operations in a healthcare BPO environment. The role requires an active USRN license, Philippine RN license, and hands-on leadership to drive quality, coaching, and client satisfaction.

The position is onsite in Ortigas with a night shift, offering opportunities to mentor clinicians, optimize processes, and ensure adherence to InterQual and MCG guidelines.

Qualifications

• Active US Registered Nurse license; New York license preferred.
• Active Philippine Registered Nurse license.
• 3+ years of acute hospital experience, ER or OR preferred.
• 1+ year of Utilization Management Review (UMR) experience with InterQual and MCG.
• 2+ years of Team Lead experience in a healthcare BPO.

Responsibilities

• Lead and coach a team of clinicians to meet quality, productivity, and SLAs.
• Monitor operations for client requirements, regulatory standards, and policies.
• Provide clinical guidance on UMR cases using InterQual and MCG criteria.
• Conduct performance coaching, quality reviews, and feedback sessions.
• Manage attendance, scheduling, and workload distribution.
• Handle escalations and resolve operational and clinical issues promptly.
• Collaborate with Operations, Quality, Training, and Workforce Management to drive improvements.
• Prepare operational reports and communicate performance metrics to leadership.
• Foster a collaborative, patient-focused work environment.

Skills

Leadership

Coaching

Analytical thinking

English communication

Tools

Microsoft Office

Job description

Job Title: USRN Team Lead

Work Setup: Onsite – Ortigas
Shift: Night Shift

Job Summary

We are looking for an experienced USRN Team Lead to lead a team supporting Utilization Management Review (UMR) operations in a healthcare BPO environment. The ideal candidate is an active US Registered Nurse with a strong acute hospital background, hands-on UMR experience utilizing InterQual and MCG guidelines, and proven leadership experience managing healthcare operations teams. This role is responsible for driving operational excellence, ensuring clinical quality, coaching team members, and meeting client performance expectations.

Key Responsibilities

• Lead, coach, and manage a team of clinicians to achieve quality, productivity, and service level targets.
• Monitor daily operations and ensure compliance with client requirements, regulatory standards, and internal policies.
• Provide clinical guidance and support on utilization management review cases using InterQual and MCG criteria.
• Conduct performance coaching, quality reviews, and regular feedback sessions to improve team performance.
• Manage team attendance, scheduling, and workload distribution.
• Handle escalations and resolve operational and clinical issues in a timely manner.
• Partner with Operations, Quality, Training, and Workforce Management teams to drive continuous process improvement.
• Prepare operational reports and communicate performance metrics to leadership.
• Foster a collaborative, high-performing, and patient-focused work environment.

Qualifications

• Active and unrestricted US Registered Nurse (USRN) License (New York license preferred).
• Active Philippine Registered Nurse (PHRN) License.
• Minimum of 3 years of acute hospital experience, preferably in Emergency Room (ER) or Operating Room (OR) settings.
• At least 1 year of Utilization Management Review (UMR) experience using InterQual and MCG clinical guidelines.
• Minimum of 2 years of Team Lead experience in a healthcare BPO environment.
• Strong leadership, coaching, and people management skills.
• Excellent verbal and written English communication skills.
• Strong analytical and critical thinking skills with the ability to make sound clinical decisions.
• Proficient in Microsoft Office applications and healthcare documentation systems.
• Willing to work onsite in Ortigas on a night shift schedule.