Asst. Operations Manager (Alabang, Healthcare Account)
Asst. Operations Manager (Alabang, Healthcare Account)
Global Healthcare Billing Partners- Posted 7 days ago
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Job Description
About Us
Global Healthcare Resource Philippines Inc. is a leading provider of customer service solutions within the healthcare sector. We specialise in delivering high-quality support services to healthcare organisations, ensuring that patient interactions and operational processes are managed efficiently and professionally. Our commitment to excellence, combined with our dedicated team, has established us as a trusted partner in the healthcare industry. We pride ourselves on fostering a collaborative work environment where innovation and employee development are prioritised.
About The Role
We are seeking an
Assistant Operations Manager for our Healthcare Account
based in Alabang, Muntinlupa City, Metro Manila. This is a
full-time position
that plays a crucial operational role in supporting the management and oversight of our healthcare account. As Assistant Operations Manager, you will be instrumental in ensuring service quality, team performance, and compliance with operational standards. This role sits at a strategic level, bridging senior management and frontline staff, and will directly impact the success of our healthcare account and the satisfaction of our clients and their patients.
Key responsibilities
Assist in managing day-to-day operations of the healthcare account, including workforce scheduling, performance monitoring, and quality assurance activities
Support the Operations Manager in overseeing team performance, ensuring staff adhere to established protocols, service standards and performance metrics
Monitor and analyse key performance indicators (KPIs) such as call handling times, customer satisfaction scores, first-call resolution rates and attendance metrics
Conduct coaching, training and feedback sessions with team members to drive continuous improvement and professional development
Assist in the recruitment, onboarding and training of new team members to ensure consistent service delivery standards
Support the development and implementation of process improvements, best practices and operational policies within the healthcare account
Maintain compliance with healthcare regulations, data privacy standards and quality assurance requirements
Prepare and present operational reports to senior management, highlighting trends, challenges and recommendations for improvement
Address escalated customer and staff issues promptly and professionally, working collaboratively to resolve concerns
Collaborate with other departments and accounts to share best practices and contribute to organisational objectives
What we're looking for
Minimum 3-5 years of experience in a call centre or customer service operations environment, with at least 1-2 years in a supervisory or assistant management role
Strong knowledge of call centre operations, including workforce management, quality assurance, and performance metrics
Proven track record of meeting and exceeding operational targets and KPIs
Excellent leadership and team management skills, with the ability to motivate and develop staff at all levels
Outstanding communication and interpersonal abilities, with proficiency in both verbal and written English
Proficiency in relevant call centre management systems, workforce management software and Microsoft Office applications
Strong problem-solving skills and the ability to make sound decisions under pressure
Familiarity with healthcare operations, customer service principles or healthcare compliance is highly desirable
Ability to work flexible hours, including potential shift work, as required by operational demands
Bachelor's degree in business management, operations management or a related field is preferred
What we offer
We are committed to creating a workplace where our employees can thrive professionally and personally. We offer a competitive remuneration package commensurate with experience and qualifications. Our benefits include comprehensive health and wellness programmes, performance incentives, and opportunities for career advancement within a growing organisation. We provide ongoing professional development and training to support your career progression. We foster a collaborative, inclusive and respectful work environment that values diversity and encourages innovation. We understand the importance of work-life balance and strive to create flexible working arrangements where possible. As an employee of Global Healthcare Resource Philippines Inc., you will be part of a dedicated team committed to delivering excellence in healthcare customer service.
Global Healthcare Resource Philippines Inc. is a leading provider of customer service solutions within the healthcare sector. We specialise in delivering high-quality support services to healthcare organisations, ensuring that patient interactions and operational processes are managed efficiently and professionally. Our commitment to excellence, combined with our dedicated team, has established us as a trusted partner in the healthcare industry. We pride ourselves on fostering a collaborative work environment where innovation and employee development are prioritised.
About The Role
We are seeking an
Assistant Operations Manager for our Healthcare Account
based in Alabang, Muntinlupa City, Metro Manila. This is a
full-time position
that plays a crucial operational role in supporting the management and oversight of our healthcare account. As Assistant Operations Manager, you will be instrumental in ensuring service quality, team performance, and compliance with operational standards. This role sits at a strategic level, bridging senior management and frontline staff, and will directly impact the success of our healthcare account and the satisfaction of our clients and their patients.
Key responsibilities
Assist in managing day-to-day operations of the healthcare account, including workforce scheduling, performance monitoring, and quality assurance activities
Support the Operations Manager in overseeing team performance, ensuring staff adhere to established protocols, service standards and performance metrics
Monitor and analyse key performance indicators (KPIs) such as call handling times, customer satisfaction scores, first-call resolution rates and attendance metrics
Conduct coaching, training and feedback sessions with team members to drive continuous improvement and professional development
Assist in the recruitment, onboarding and training of new team members to ensure consistent service delivery standards
Support the development and implementation of process improvements, best practices and operational policies within the healthcare account
Maintain compliance with healthcare regulations, data privacy standards and quality assurance requirements
Prepare and present operational reports to senior management, highlighting trends, challenges and recommendations for improvement
Address escalated customer and staff issues promptly and professionally, working collaboratively to resolve concerns
Collaborate with other departments and accounts to share best practices and contribute to organisational objectives
What we're looking for
Minimum 3-5 years of experience in a call centre or customer service operations environment, with at least 1-2 years in a supervisory or assistant management role
Strong knowledge of call centre operations, including workforce management, quality assurance, and performance metrics
Proven track record of meeting and exceeding operational targets and KPIs
Excellent leadership and team management skills, with the ability to motivate and develop staff at all levels
Outstanding communication and interpersonal abilities, with proficiency in both verbal and written English
Proficiency in relevant call centre management systems, workforce management software and Microsoft Office applications
Strong problem-solving skills and the ability to make sound decisions under pressure
Familiarity with healthcare operations, customer service principles or healthcare compliance is highly desirable
Ability to work flexible hours, including potential shift work, as required by operational demands
Bachelor's degree in business management, operations management or a related field is preferred
What we offer
We are committed to creating a workplace where our employees can thrive professionally and personally. We offer a competitive remuneration package commensurate with experience and qualifications. Our benefits include comprehensive health and wellness programmes, performance incentives, and opportunities for career advancement within a growing organisation. We provide ongoing professional development and training to support your career progression. We foster a collaborative, inclusive and respectful work environment that values diversity and encourages innovation. We understand the importance of work-life balance and strive to create flexible working arrangements where possible. As an employee of Global Healthcare Resource Philippines Inc., you will be part of a dedicated team committed to delivering excellence in healthcare customer service.
More Info
Key Skills
workforce management software
call centre management systems
About Company