- Location
- Davao City-SM Annex, Philippines
- Workplace
- Remote, Hybrid
- Type
- Full-time
- Seniority
- Lead
- Education
- Bachelor
- Source
- Workday
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 Team Leader is responsible for overseeing the day-to-day performance, development, and engagement of a team of Healthcare BPO Agents supporting U.S. healthcare programs. This role ensures achievement of operational, quality, compliance, customer experience, and productivity goals while providing leadership, coaching, and performance management support to frontline staff.
The Team Leader serves as the primary point of contact for team-related operational activities and acts as a liaison between agents, SMEs, Quality, Training, Workforce Management, and Operations Leadership. The position is responsible for driving employee performance, ensuring regulatory compliance, and supporting successful delivery of healthcare services across Medicare, Medicaid, Marketplace, Commercial Health Plans, Managed Care, Provider Services, Claims, Enrollment, Member Services, and Grievance & Appeals programs.
The ideal candidate possesses strong healthcare operations knowledge, leadership capabilities, coaching experience, and a commitment to delivering exceptional customer service in a highly regulated healthcare environment.
Preferred Qualifications
- Associate’s or Bachelor's degree in Healthcare Administration, Business Administration, Management, Communications, or a related field; equivalent experience may be considered.
- 4+ years of healthcare customer service or healthcare BPO experience.
- Experience supporting Medicare Annual Enrollment Period (AEP) and Open Enrollment operations.
- Experience leading remote, hybrid, or multi-skilled teams.
- Experience working with quality management, workforce management, or training functions.
- Leadership, Coaching, Healthcare Compliance, or Customer Experience certifications preferred.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
