As the Clinical Team Supervisor, you will be the frontline leader for a newly
established team of Clinical Nurses delivering Medication Therapy Management (MTM)
services to US-based Medicare & Retirement (M&R) patients.
Reporting directly to the Operations Manager, you will be responsible for the day-to-day
operational success of your team. Your primary focus will be balancing clinical quality with
contact center metrics, ensuring your nurses are supported as they transition from bedside
practice to a telephonic BPO environment. You will drive performance, foster a culture of
continuous learning, and ensure all services comply with US healthcare standards and
organizational protocols
Key Responsibilities
- Team Leadership & Coaching: Manage, coach, and mentor a team of US-licensed Clinical Nurses. Conduct regular 1:1s, performance reviews, and provide constructive feedback to ensure high-quality patient interactions.
- Operational Performance: Monitor and drive key performance indicators (KPIs) such as schedule adherence, average handle time (AHT), quality assurance (QA) scores, and successful MTM completion rates.
- Escalation Management: Serve as the first point of leadership escalation for complex patient interactions, technical issues, or workflow roadblocks.
- Transition Support: Actively guide and support nurses transitioning from local bedside practice into a highly regulated US telehealth setting, ensuring they build confidence in telephonic patient care.
- Process Improvement: Collaborate with the Operations Manager and SMEs to identify workflow inefficiencies and implement process improvements.
- Compliance Oversight: Ensure the team strictly adheres to HIPAA regulations, data privacy laws, and MTM clinical guidelines.
Required Qualifications
- Active PHRN and USRN Licenses - is highly preferred
- At least 12 years of supervisory or team lead experience within a healthcare BPO, telehealth, or clinical call center environment.
- 2+ years of clinical/bedside nursing experience, providing a strong understanding of disease state management.
- Proven ability to manage and interpret contact center metrics (SLAs, AHT, QA) and translate data into actionable coaching plans.
- Ability to work Manila night shifts aligned with US CST hours, with flexibility for extended hours during program ramp-up
What We Offer
- Market Competitive Pay Levels
- Retirement Plan
- Medical Plan (HMO) from Day 1 of employment
- Dental, Medical, and Optical Reimbursements
- Life and Disability Insurance
- Paid Time-Off Benefits
- Sick Leave Conversion
- Tuition Fee Reimbursement
- Employee Assistance Program (EAP)
- Annual Performance Based Merit Increases
- Employee Recognition
- Training and Staff Development
- Employee Referral Program
- Employee Volunteerism Opportunity
- All Mandatory Statutory Benefits
