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  • Philippines NCR, Metro Manila, Pasay, Philippines
  • 2 Years
  • Full-time
  • PHP 40,000
  • Bachelor's / College Degree
  • 2 Vacancies
Closing Date: December 23, 2021
Salary Details

PHP 40,000

Job Address

Pasay city

Job Description

· Must have active PHRN license;

· At least 1-2 years BPO experience for voice account;

· Previous UR/UM/Case Management/Disability Experience preferred;

Education Requirements
 Bachelor’s (or higher) degree in nursing
 United States (“US”) Registered Nurse (“RN”) who has undergone formal training in healthcare field, preferred but not required

Work Experience Requirements
 2-3 years above clinical practice experience (ICU, Medical-Surgical ward, Orthopedic, Neurology, Cardiac rehab)

 Previous UR/UM/Case Management/Disability Experience – Preferred

 Previous customer service and/or call center experience - Preferred

Basic Function

Drive overall performance and manage Clinical Intake team and process deliverables. Responsible for supervisory support through transaction monitoring and delivering results as per Service Level Agreement targets / timelines. Produce reports to gauge process performance. Steer process meetings / calls to a logical conclusion.

Performance parameters

• Process performance – as per agreed KPI’s.
• Attrition - as per agreed KPI’s.
• Quality and productivity Improvement - as per agreed KPI’s.
• Customer Satisfaction - as per agreed KPI’s.
• Level of subject matter expertise - as per agreed KPI’s.
Any other essential function that may occur from time to time as directed by the Supervisor

Role/Responsibility

• Manage teams and ensure quality and productivity targets are met
• Motivate team members and control attrition
• Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
• Provide coaching and feedback to team members to enable them to improve their performance.
• Assist new hires such that they are productive on the floor in the shortest possible time frame
• Handle escalations.
• Provide inputs on process and system to the team members.
• Client Interaction, where required at the level of Supervisors
• Ensure compliance with internal policies and procedures, external regulations and information security standards.
• Collect and provide data required for various audits like ISO/COPC etc.
• Ensure that all agents in their process know their goals and how they are linked to the Organization’s quality policy
• Effectively manage queue and balancing of work loads

Competencies & Skills
• Knowledge of the function, process and systems.
• Ability to use the desktop computer systems
• Coaching and Feedback ability.
• Clear written and verbal communication.
• Knowledge of state insurance licensing.

Values & Behavior
• Customer Service Orientation.
• Quality Orientation.
• Empathy for effective on the job coaching and feedback.

Interested and Qualified candidates should forward their resume and cover letter to stephen@gratitudephilippines.com, using the job title as the mail subject.

Job Requirements

PHRN, BPO, Case Management

Job Type

Customer Service/BPO

Working Hours

12:00 AM to 12:00 AM



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