Team Lead (Healthcare Account) | Makati

Job Description: Team Lead (Healthcare Account)

• Position Overview:

The Team Leader, A vital member of our healthcare team, in this role, you will be responsible for guiding and motivating a team of customer service representatives (CSRs) to achieve exceptional results. Your expertise will extend beyond day-to-day operations as you oversee performance management, foster a positive work environment, and handle escalations with finesse. You will be responsible for ensuring that provider offices and health plans receive timely and accurate information regarding patient authorizations. This position requires experience in the US healthcare system, specifically within utilization management or case management, with a strong preference for experience working on the provider side.

• Key Duties:

• Performance Management

Oversee the day-to-day operations of the team, ensuring that all Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are met.

• Monitor call center metrics, identify trends, and implement corrective actions to improve performance.

Conduct regular performance reviews with team members, providing feedback and coaching to help them improve their skills and productivity.

• Develop and implement training programs to enhance the skills and knowledge of team members.

• Team Leadership

Lead and motivate a team of customer service representatives (CSRs), providing them with the support and guidance they need to succeed.

• Create a positive and productive work environment where team members feel valued and appreciated.

Foster a culture of collaboration and teamwork, encouraging team members to share ideas and help each other.

• Address any team member's concerns or conflicts promptly and effectively.

• Customer Service

Handle escalations from customers, resolving issues promptly and efficiently.

• Communicate with clients on scheduled meetings, providing them with updates on their accounts and answering any questions they may have.

Provide excellent customer service, ensuring that customer needs are met in a timely and professional manner.

• Identify and resolve customer complaints, going the extra mile to ensure customer satisfaction.

• Communication:

Communicate effectively with all levels of staff, including team members, managers, and clients.

• Write clear and concise reports and emails.

Deliver presentations to team members and clients.

• Provide regular updates to the team on call center operations and performance.

• Qualifications:

An education level of at least college undergrad for 2 years.

• At least 1-2 years experience as Team Lead for Healthcare Account

Knowledge of Medicare, Exchange, and Plan-to-Plan authorizations is a plus.

• Excellent verbal and written communication skills with the ability to clearly explain complex information to a variety of audiences.

Strong understanding of healthcare insurance plans, benefits, and authorization processes.

• Ability to prioritize tasks, manage multiple deadlines, and work effectively in a fast-paced environment.

Excellent problem-solving skills and the ability to identify and resolve issues efficiently.

• A detail-oriented and organized individual with a commitment to accuracy and quality.

Self-starter who will go above and beyond to overcome challenges when they occur.

• Requirements:

Call Center/BPO Experience is a must

• Proficient in Microsoft Office Suite

Willing to work on shifting schedule, graveyard shift, holidays and weekends if required.

• Can start

ASAP Willing to work onsite (Makati)

• Additional Benefits:

13th Month Pay

• Transportation Allowance

HMO (medical and dental coverage)

Kindly prepare these non-negotiable requirements such as: SSS, TIN, Pag-ibig, PhilHealth numbers, Transcript of records.

Job Type: Full-time

Pay: Php40,

• 00 - Php45,000.00 per month
  
  Benefits:
• Health insurance

Opportunities for promotion

• Promotion to permanent employee

Schedule:

• 8 hour shift

Rotational shift
Supplemental Pay:

• 13th month salary

Ability to commute/relocate:

• Makati City: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• This position urgently needed; can you start immediately (Required)

What is your salary expectation (Required)

Experience:

• Team Lead (Healthcare Account ): 1 year (Required)

Prior-Authorization: 5 years (Required)

• BPO: 5 years (Required)

Willingness to travel:

* 100% (Required)