Healthcare Operations Manager
Work Set Up: Onsite
Schedule: 8:00 PM to 9:00 AM
Job Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark Pampanga
Quick Rundown:
The Healthcare Operations Manager oversees the daily performance of a 24/7 home care on-call support team. This role ensures that calls, scheduling requests, caregiver updates, and client concerns are handled in a timely, professional, and organized manner.
What You’ll Do:
- Operations Management
- Oversee the daily operations of the 24/7 on-call support team
- Ensure calls, messages, scheduling updates, and urgent requests are handled properly
- Monitor shift performance and make sure service levels are met
- Help maintain smooth coordination across different shifts
- Team Leadership
- Manage and support Team Leaders and Schedulers / On-Call Representatives
- Ensure Team Leaders are actively guiding their teams and addressing issues in real time
- Coach team members on communication, accuracy, urgency, and proper handling of requests
- Help create a work environment that is organized, accountable, and service-focused
- Scheduling and Support Oversight
- Ensure scheduling concerns, caregiver call-offs, client updates, and coverage issues are handled promptly
- Monitor whether the team is following the correct process for documenting updates and resolving requests
- Support the team in handling time-sensitive or escalated concerns
- Client and Stakeholder Coordination
- Serve as a key contact for operational updates, concerns, and escalations
- Communicate with internal teams and client stakeholders when needed
- Provide updates on team performance, recurring issues, and improvement plans
- Quality and Compliance
- Ensure team members follow client instructions, internal processes, and service standards
- Monitor call handling, documentation, and scheduling accuracy
- Promote confidentiality, professionalism, and proper handling of sensitive information
- Performance Monitoring
- Track basic operational metrics such as service level, response time, attendance, documentation accuracy, and issue resolution
- Identify trends, gaps, or recurring problems
- Recommend improvements to make the operation more efficient and consistent
- Process Improvement
- Help improve workflows, team coordination, and communication
- Simplify processes where possible
- Support new procedures, training updates, and operational changes
What We’re Looking For:
- Experience leading teams in a BPO, contact center, customer service, healthcare support, scheduling, or operations environment
- Experience in a 24/7, shifting, or fast-paced support environment is preferred
- Background in home care, healthcare, scheduling, or caregiver coordination is an advantage
- Strong people management and coaching skills
- Good communication, organization, and problem-solving skills
- Comfortable working with reports, performance metrics, and basic operational data
- Able to stay calm and make sound decisions during urgent or high-pressure situations
- Willing to support a 24/7 operation, including shifting schedules, weekends, or holidays as needed
Why You’ll Love Joining the CO Fam!
At Clark Outsourcing, we’re redefining what it means to work in a BPO. This isn’t your regular office setup - it’s where careers flourish, friendships grow, and fun is always part of the deal. Our culture is unmatched (seriously, our team swears by it), and we promise you’ll have to experience it yourself to believe it.
Here’s what’s in store for you:
Health and Welfare Benefits: HMO with prescription coverage, SSS, PhilHealth, Pag-IBIG, 13th-month pay, retirement benefits, and more.
Beyond Work: Enjoy our in-office swimming pool (lowkey flex!), CO Club gaming lounge, CSR involvement through CO Stars, scholarship programs, and access to CO Academy for growth.
Travel Opportunities: We send at least 20 staff per year to visit our clients in the US, UK, and Australia, giving you international exposure and experience.
Leave Benefits: Paid holidays, Earned PTO on your first month, Wellness leave (no questions asked), plus special leaves like bereavement, parental leave, and Magna Carta leave.
Extra Perks: Salary loans up to PHP 1M (via BPI), CO Swag Bag, birthday and anniversary tokens, and our COol & flexible workplace.Growth and Recognition: Yearly performance appraisals, career advancement programs, CO League events, and guidance from our amazing Coaches!
At CO, it’s not just about work - it's about loving where you work. Ready to experience the best workplace ever? We can’t wait to welcome you to the team!