The Offer Work in a company with a solid track record of performance Attractive Salary & Benefits Leadership Role The Job Under the supervision of the Sr.

Team Leader and/or Clinical Supervisor, this key position leads the team that provides customer support to clients ensuring productive and quality work based on set standards.

The Team Leader also handles the product knowledge, quality, and effectiveness to ensure that the team meets the company’s and account’s goals and objectives.

DUTIES AND RESPONSIBILITIES: Communicates with internal and external clients to handle and resolve escalation, receive updates and updates direct reports, providing status updates of different KPIs, and other administrative functions to ensure all efforts are aligned to the organization's direction.

Manages day to day operations on a team level through but not limited to, managing work queue, targets and TAT, schedule and overtime requirements, coaching, mentoring, and huddles to secure efficiency and day-to-day success of operations.

Ensures participation of the team on various learning and development to upkeep knowledge and aid in attaining set goals.

Conducts client-required process training for new agents to facilitate onboarding.

Communicates through inbound and outbound call through engaging in a sound conversation with the client and third-party entities, negotiating to get desired outcome to secure needed information to the client.

Coordinates with patient through education on client products and coordination of schedule with the hospital be fluently conversing in English and in vernacular.

Maintains applicable certification to meet client and/or ADEC requirements.

Ensure proper and secure handling of protected health information (with basis to PHI and/or HIPAA compliance) Conducts regular performance coaching and reviews, provides objective feedback, and documents progress of direct reports to ensure effective and responsive delivery of services.

Establishes and implements a development plan for team members that may include training and coaching, and other development strategies in order to enable and reinforce competencies required to perform well and achieve targets.

Ensures compliance to company rules and regulations, which shall include but not limited to the Employee Code of Discipline, the policies on Quality Management System (QMS), Information Security Management System (ISMS), Environment Health & Safety (EHS), and Environmental Management System (EMS); Data Privacy Act (DPA); and other duties and responsibilities prescribed for all ADEC employees.

Ensures compliance of all Non-Conformity Corrective Action Preventive Action Concessions (NCAPACs) and all other audit findings within the prescribed period.

Reports security incidents and/or any identified security weaknesses.

Performs other tasks that may be assigned from time to time.

The Profile EDUCATION & ELIGIBILITY: MUST HAVE A BACHELOR'S DEGREE IN NURSING.

MUST BE A PH REGISTERED NURSE.

MUST HAVE AN ACTIVE PRC LICENSE.

EXPERIENCE: MUST HAVE A MINIMUM OF 1-2 YEARS OF EXPERIENCE IN A SUPERVISORY ROLE IN A BPO BETTING.

KNOWLEDGEABLE IN UTILIZATION MANAGEMENT REVIEW AND INTERQUAL.

MUST HAVE THE ABILITY TO SUPERVISE AND MANAGE A TEAM.

MUST HAVE AT LEAST 6 MONTHS BEDSIDE/HOSPITAL EXPERIENCE.

The Employer Our client is a managed services and IT outsourcing provider based in Manila.

With a presence in five continents, Our client provides solutions and services in the areas of data management, healthcare, sustainability, environmental data services and knowledge management.