[ref. c12411501] Team Leader | Healthcare Account - Manila

Team Leader Job Overview:

You will play a key part in driving operational excellence, managing escalations, and collaborating with clients to deliver exceptional results.

This is an exciting opportunity for someone looking to develop their leadership skills in a growth-oriented environment!

Business Environment:

Reportees: 18-20 Executives, Senior Executives

Qualifications and Technical Competencies:

• Must have completed at least 2 years at the college level or possess a degree.

• Minimum of 2 years in a Team Leader role, managing a team of 15-20 members.
• At least 5 years of work experience in Revenue Cycle Management (Registration, Claims Edit, Charge Review, Retro Reviews).
• Proven ability to manage multiple priorities, think critically, and deliver excellent results.
• Excellent communication, problem-solving, and leadership skills.
• Demonstrated flexibility and dedication to maintaining the integrity of the organization.

• Fluency in written and spoken English.
• Intermediate/Advanced MS Office skills.
• Working Knowledge of EPIC Tool is highly desirable.

• Exceptional verbal and written communication skills to manage client emails and internal team dynamics.
• Strong ability to meet and exceed Key Performance Indicators (KPIs) and ensure smooth day-to-day operations.
• Commitment to coaching and mentoring your team to achieve personal and professional growth.

Key Responsibilities:

• Lead and motivate your team to consistently meet and exceed performance benchmarks.
• Provide daily guidance, share process updates, and conduct performance reviews to drive individual and team growth.
• Identify opportunities for performance improvement and implement initiatives to boost overall team efficiency.
• Oversee client escalations, analyze root causes, and work toward timely resolutions.
• Foster a collaborative and customer-centric culture within your team, ensuring quality service and compliance.

• Drive team performance in line with contractual KRAs and ensure high-quality outcomes.
• Regularly monitor critical metrics such as Customer Satisfaction (CSAT), Average Handle Time (AHT), and Quality Scores, and use feedback to coach team members toward improvement.
• Lead by example by fostering a positive, results-oriented work environment and promoting best practices.
• Take ownership of change management and ensure clear communication of system outages or issues to all relevant stakeholders.

• Provide consistent, actionable feedback to team members and assist with career development and growth.
• Maintain an open line of communication with the team, addressing performance issues and encouraging a team-first mentality.
• Ensure alignment with the company’s vision, mission, and goals while upholding a positive and inclusive culture.
• Encourage personal development and recognize top performers to create a motivated and high-achieving team.

• Build and maintain strong relationships with clients, ensuring satisfaction and addressing concerns swiftly.
• Support your team’s success while helping other units and departments when needed.
• Uphold company values and culture while ensuring all operational functions are in line with QMS and ISMS policies.
• Champion a diverse and inclusive work culture that nurtures professional and personal growth.

Additional Requirements:

• Excellent leadership and team-building skills.
• Strong verbal and written English communication skills.
• Willingness to work flexible shifts, including rotating days and nights.
• Ability to thrive under pressure and meet deadlines.
• A passion for customer satisfaction, going above and beyond to exceed expectations.
• High attention to detail and a commitment to accuracy.

• Proven people management and coaching skills.
• Strong problem-solving and analytical abilities.
• Ability to handle competing priorities in a fast-paced environment.
• Demonstrated leadership in managing both individual and team performance.