Team Leader New - Monroe Consulting Group Philippines

This role offers remote working setup (onsite as business needed only).

Key Responsibilities:

• Supervise and support a team of agents handling healthcare-related functions, including customer service, claims processing, billing, and authorizations.
• Monitor daily performance metrics such as productivity, quality, attendance, and customer satisfaction, ensuring alignment with client and company standards.
• Provide real-time coaching, performance feedback, and mentoring to promote professional growth and close performance gaps.
• Conduct regular team huddles, one-on-one meetings, and formal performance reviews.
• Handle escalated issues from clients or internal teams with a focus on prompt and effective resolution.
• Collaborate with cross-functional departments such as Quality Assurance (QA), Workforce Management (WFM), Human Resources (HR), and Training to meet team needs and compliance requirements.
• Track team targets and contribute to operational planning and client reporting.
• Ensure strict adherence to HIPAA regulations, company policies, and Philippine labor laws.
• Recommend and implement process improvements to optimize operational efficiency and service quality.

Qualifications:

• Bachelor's degree in Business Administration, Healthcare Management, or a related f ield (preferred but not required).
• Minimum of 3-5 years of experience in a leadership or supervisory role within a healthcare BPO or similar environment.
• Strong background in U.S. healthcare processes with specific knowledge and experience in Durable Medical Equipment (DME), claims handling, and authorizations.
• Proven ability to manage team performance, coach individuals, and resolve client escalations effectively.
• Familiarity with HIPAA compliance and healthcare information systems.
• Proficient in using CRM systems, workforce tools, and Microsoft Office applications.
• Experience working in a remote or hybrid setup is an advantage.