Team Lead PHRN (McKinley West Taguig) | Hybrid

Work Setup: Amenable to work onsite during training (2-3 months), Hybrid work arrangement after training

Location: McKinley West, Taguig

Shift: Night Shift

Schedule: Weekends Off

Nature of Work: Voice

Duties and Responsibilities

• Lead and mentor a team of PHRNs handling claims, eligibility, and healthcare inquiries.
• Monitor key performance metrics (CSAT, NPS, AHT, FCR, Quality).
• Conduct coaching sessions and performance evaluations.
• Ensure compliance with SLAs, quality standards, and HIPAA policies.
• Manage escalations and provide clinical support as needed.
• Coordinate with Quality, Training, and Operations for process improvements.
• Prepare performance reports and drive team engagement and productivity.

Requirements:

• Nursing Degree
• Should have an active PHRN license
• Must have experience handling a team for a minimum of 2 years in medical/clinical account (Global Support)
• Metrics/KPIs: Preferably with experience handling/monitoring metrics, e.g., CSAT, NPS, AHT , Quality, Adherence, Shrinkage/Attendance.

Benefits:

• HMO with up to 3 dependents covered
• Retirement Benefit
• Annual Appraisal
• Performance Bonus