Senior Customer Support Lead

• Develop and execute operational strategies in line with the organizations overall mission and US directives.
  
• Drive the implementation of best practices and standard operating procedures to enhance operational efficiency and patient satisfaction.
  
• Monitor and evaluate the performance of various healthcare functions identifying areas for improvement and taking corrective actions as needed.
  

• Provide leadership and direction to a diverse team of healthcare professionals ensuring clear communication empowerment and professional development.
  
• Enforce all job responsibilities and communicate workflow changes quickly and effectively
  
• Oversee Client Success for identified programs including but not limited to:
  

• Technical Implementation
  
• Resolution of Client/Customer issues and inquiries
  
• Escalation of issues to proper channels
  
• Client Reporting as necessary
  

• Collaborate with crossfunctional teams including medical administrative and support departments to optimize workflows and deliver seamless patient care experiences.
  
• Establish effective communication channels to ensure alignment between the Philippines operations and US headquarters facilitating the exchange of insights updates and best practices.
  

• Ensure compliance with local healthcare regulations industry standards and corporate policies both within the Philippines and in alignment with US guideline
  
• Monitor and uphold high levels of patient safety data privacy and ethical practices conducting regular audits and assessments.
  

• Develop and track key performance indicators (KPIs) to assess the effectiveness of operations making datadriven decisions to enhance performance and achieve operational goals.
  
• Prepare comprehensive reports for senior management and US headquarters providing insights into operational achievements challenges and opportunities.
  

• Review project deliverables ensuring accuracy and professionalism.
  
• Act as a role player for handling tasks that have not been automated or trained.
  
• Speak with customers and create solutions for their workflows with OpenLoop.
  
• Construct effective emails giving clients and internal stakeholders all necessary background and project updates.
  

• Drive process improvements and innovations within healthcare operations leveraging technology and industry trends to enhance patient care and operational efficiency.
  
• Lead change management initiatives guiding the team through transitions andpromoting a culture of adaptability.
  

Requirements

• 4 year higher education degree
  
• Minimum of 5 years of experience in operations client success/Account Management or implementation
  
• Experience managing 10 people
  
• Strong understanding of healthcare regulations compliance and quality assurance standards. (preferred)
  
• Proven track record of successfully managing and leading crossfunctional teams driving operational excellence and achieving results.
  
• Exceptional communication and interpersonal skills with the ability to collaborate effectively across diverse teams and cultures.
  
• Analytical mindset with the ability to interpret data identify trends and make strategic decisions.
  
• Change management expertise with a demonstrated ability to lead teams through organizational transitions
  
• Proficiency in using healthcare management software and Microsoft Office Suite. (preferred)
  
• English proficiency of B2 or higher
  
• Some travel to US may be required
  
• Must have Fiber Optic internet with at least 25 Mbps bandwidth
  
• Must have a backup desktop or laptop with the latest OS
  
• Must be able to work following US shifting hours
  
• Must be amenable to reporting to our Makati or BGC office
  

Benefits