Healthcare Team Leader – Provider Services

About the role

The Healthcare Team Leader – Provider Services will lead a team of Healthcare Customer Service Advocates who handle provider‑related inquiries such as eligibility, claims, payments, appeals and Explanation of Benefits. The role is based onsite in Makati with the possibility to work from home after training, depending on performance and business needs.

Key responsibilities

• Lead and coach a team of advocates across phone, email, fax, web and other channels.
• Manage daily coverage, workflow queues, service levels, turnaround times and escalations.
• Monitor productivity, quality, attendance, schedule adherence and KPI results.
• Provide floor support for complex or escalated provider interactions.
• Partner with Operations, Workforce Management, Quality, Training and client teams to resolve operational issues.
• Review QA results, identify error trends and drive corrective actions.
• Conduct regular coaching, one‑on‑ones, performance reviews and development discussions.
• Maintain 100% quality on personal production work while meeting established productivity standards.

Required profile

• Proven experience leading a team of healthcare customer service representatives.
• Strong understanding of provider inquiries, eligibility, claims, payments, appeals and EOBs.
• Ability to manage workflows, queues and service‑level targets in a call‑center environment.
• Excellent coaching, performance‑management and root‑cause analysis skills.
• Collaborative mindset to work with Operations, Quality, Training and Workforce Management teams.

Required skills