95 Healthcare jobs in Pililla

JD – Customer Guide Coach/Team Lead

(Source – MSA Document) (Document Owner: Client)

Job Title: Customer Guide Coach Reports To: Customer Experience Manager

Summary:

The Customer Guide Coach (CAC) is a key contributor to the Customer Experience team. The CAC will develop, and train 8-10 Customer Guides (CAs) to meet the requirements listed in the applicable SOW.

The CAC will evaluate customer interactions (calls, chats, emails, etc.) and providing targeted feedback to enhance quality, efficiency, and customer experience and act as a subject matter expert (SME) and primary escalation point for complex issues.

Essential Duties and Responsibilities:

Directly coach and support a cohort of approximately 10 Customer Guides at any given time. Customer Guides assignments rotate every 60 to 90 days to maximize the impact of feedback on professional development.

Develop and deliver individualized coaching plans to help agents improve their performance with specific, actionable feedback to improve call-handling skills, communication, empathy, problem-solving, documentation, system navigation, tool proficiency, and overall effectiveness.

Ensure Customer Guides adhere to company policies, procedures, and quality standards.

Coaching and Support:

Provide ongoing coaching, mentoring, and actionable feedback to CAs to maximize strengths and address areas of improvement.

Regularly listen to live and recorded customer contacts to assess performance and identify opportunities for improvement, share and promote best practices, and address performance concerns.

Document coaching sessions and track the Customer Guide's progress.

Identify training needs and performance deficiencies and escalate issues to the Customer Experience Manager.

Support New Hire Training as needed

Conduct regular side-by-side coaching sessions with CAs, providing real-time feedback and guidance.

Use a variety of coaching techniques to address different learning styles and skill levels.

Document coaching sessions and track CA progress.

Role-model exceptional customer service behaviors and best practices.

Performance Management:

Monitor key performance indicators (KPIs) of assigned Customer Guides, including call quality scores, average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT).

Assist the Customer Experience Manager in conducting performance reviews.

Contribute to the development and implementation of performance improvement plans for Customer Guides who are not meeting expectations.

Maintain up-to-date knowledge of training techniques and coaching practices by completing continuing education programs and professional development training.

Customer Service and Daily Operational Support:

Regularly handle customer contacts (~2 hours per week) to demonstrate exceptional customer service via all channels, stay current with skills, and be a role model for Customer Guides.

Serve as the primary point of escalation for complex or sensitive customer issues and resolve escalated "Supervisor" calls/contacts with a high degree of professionalism.

Provide real-time support and guidance to CAs to answer questions and resolve challenging situations.

Work collaboratively with other departments (e.g., Claims, Provider Relations) to resolve escalated issues.

Collaborate with other Customer Guide Coaches and the Customer Experience Manager to ensure smooth operations, service levels, and optimal customer experience.

Communication:

Act as a liaison between Customer Guides and Customer Experience Managers, communicating important information, updates, and feedback.

Maintain open communication with Customer Guides and foster a positive and supportive team environment.

Qualifications:

Demonstrated ability to coach and develop others to improve performance.

A high school diploma or equivalent is required; an associate's or bachelor's degree is preferred.

Minimum of 2+ years of experience in customer service, preferably in a call center environment.

Prior experience in a leadership or supervisory role (e.g., senior agent, mentor, trainer) is preferred.

Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.

Excellent communication, interpersonal, and coaching skills.

Strong understanding of customer service principles and best practices.

Ability to effectively listen, provide constructive feedback, and motivate others.

Proficiency with CRM software, call center technology, and Microsoft Office Suite.

Ability to work effectively in a fast-paced, dynamic environment.

Ability to handle multiple tasks and prioritize effectively.

Strong problem-solving and decision-making skills.

Healthcare experience is preferred.

Key Performance Indicators (KPIs):

Team Customer Satisfaction (CSAT) Scores

Team Quality Assurance (QA) Scores

Team First Call Resolution (FCR) Rate

Team Average Handle Time (AHT) (with a focus on quality, not just speed)

Customer Guide Performance Improvement (measured by progress against individual goals)

Customer Guide Retention Rate

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you'll love today

The Manager - Training primary role is that of coach and teacher to ensure that the trainers meet or exceed the standards set forth by Everise and the client.

Job Requirements:

• The business and for external clients, ensuring strong relationships and effective issue resolution.
• Collaborative Learning Implementation: Partnering with cross-functional teams (e.g., Quality, Operations, HR) to implement effective learning interventions.
• Process Adherence & Improvement: Ensuring strict compliance with all internal and external training processes and SOPs, while also identifying and resolving process inefficiencies to build robust controls and drive productivity improvements.
• Change Management: Bridging the gap between new organizational directions and employee readiness by equipping staff with the skills and confidence to adapt and thrive in new environments.
• Learning & Development Strategy: Conducting thorough training needs analyses, then designing, developing, and implementing comprehensive learning strategies and programs.
• Training Effectiveness & Evaluation: Regularly evaluating the impact and effectiveness of training programs using established frameworks like Kirkpatrick's Levels of Evaluation.
• Talent Development & Engagement: Leading direct reports through regular coaching, performance reviews, and planning leadership training to foster sustained development and maintain high employee engagement.

Qualifications:

• A minimum 3-5 years instructing in an adult learning environment preferably in the call center, customer service or related industry.

• Undergraduate degree in Human Capital Development, Instructional Design, English or a related discipline.

• Excellent oral and written communication skills at all levels of the organization.

• Demonstrated presentation and facilitation skills.

• Proficiency in Microsoft Office applications including PowerPoint, Excel and Word.

• Exceptional motivational, interpersonal and customer service skills; Demonstrated leadership skills.

• Ability to speak in front of medium to large sized groups of people.

• Schedule Flexibility.

• Team Player.

• Dependability regarding completion of assignments and attendance.

Job description:

Location: Taguig (Onsite)

Salary: ₱65K (negotiable based on experience)

Start Date: Immediate

About the Role

We are seeking a Quality Assurance Assistant Manager to oversee and improve QA processes for a BPO setting. The ideal candidate has healthcare industry experience, strong people management skills, and deep understanding of QA frameworks.

Key Responsibilities

Lead the QA team and manage quality audits and assessments.

Monitor compliance with QA standards and KPIs.

Identify critical vs. non-critical errors in transactions.

Prepare and present QA reports for stakeholders.

Conduct trend and root cause analysis for continuous improvement.

Apply statistical tools and risk analysis to enhance QA processes.

Qualifications

3–5 years of experience in Quality Assurance, preferably in a BPO.

People management experience required.

Experience in healthcare (preferably disability claims) is an advantage.

Knowledge of QA metrics, thresholds, and error categorization.

Strong reporting skills and knowledge of statistical tools.

Proficiency in MS Office (Word, Excel, PowerPoint).

Willing to work onsite in Taguig.

Job Type: Full-time

ROLE AND RESPONSIBILITIES:

• You will respond to customer service inquiries and issues by identifying the topic and type of assistance the customer needs. This may include, among others, inquiries or concerns on their benefits, eligibility and claims.
• You will guide and educate the customer about the fundamentals and benefits of consumer- driven health care topics to help manage their health and well-being. To do this, you will provide guidance in selecting the best benefit plan options and choosing a quality care provider.
• You will intervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance, when needed.
• You will provide our customer real time resolutions or through comprehensive and timely follow-up with the member

Your role is critical in allowing our members, families, facilities and health professionals to have greater confidence in the exceptional care we provide. And for you, an everyday opportunity to do your life's best work

JOB QUALIFICATIONS:

• College Graduates with or without International BPO voice experience
• High School graduates with at least 6 months International BPO Voice or Non-Voice experience
• Ability to multi-task
• Must be willing to report in Science Hub Tower 1, McKinley Taguig
• Must be willing to work on shifting schedules

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

WHO WE ARE:

• Optum is the health care technology and innovation company of the UnitedHealth Group enterprise along with UnitedHealthcare.
• UnitedHealth Group is a health care and well-being company with a mission to help people live healthier lives and help make the health system work better for everyone.
• We're a leading health solution and care delivery organization. Our work is complex, but our mission is simple: create a healthier world, with you at the center.
• As part of a Fortune 5 enterprise, we are improving the health care experience of over 125 million people around the world.
• We're a diverse team with operations across North America, South America, Europe, Asia Pacific and the Middle East. This includes our over 25,000 employees in the Philippines.
• Elevate your career with a leading health care company while improving lives.

Join us in evolving health care so everyone can have the opportunity to live their healthiest life. This is your opportunity to be part of a team that's dedicated to Caring. Connecting. Growing together

HIRING: PH Registered Nurse (Hybrid Setup)

Locations: Taguig & Makati

Work Setup: Hybrid (4-6 weeks onsite training, then WFH depending on performance)

Schedule: Night Shift / Shifting

Salary Package:

• PHP 35,000 – PHP 45,000 Basic Salary
• PHP 3,600 Allowance
• PHP 8,000 PHRN Allowance (Taxable)

Qualifications:

• Bachelor's Degree in Nursing with Active PHRN License
• 2–3 years of bedside clinical experience in a tertiary hospital (ICU, CCU, Telemetry, Cardiovascular ICU, Medical ICU, ER, or MS)
• Experience must be within the last 5 years
• Amenable to night shift and hybrid setup

Perks & Benefits:

• Retirement Plan
• HMO (Maxicare) from Day 1 + Life & Disability Insurance
• Dental, Medical, and Optical Reimbursements
• Paid Time-Off Benefits (Vacation & Sick Leave)
• Sick Leave Conversion
• Annual Performance-Based Merit Increases
• Employee Recognition Programs
• Training & Career Development
• Employee Referral Program
• Tuition Reimbursement
• Mental Health Coverage

How to Apply:

Send your CV to with the subject line:

"PHRN Hybrid – Taguig/Makati Application"

Job Types: Full-time, Permanent

Pay: Php46, Php56,000.00 per month

Benefits:

• Additional leave
• Company Christmas gift
• Health insurance
• Life insurance
• Opportunities for promotion
• Paid training
• Pay raise
• Promotion to permanent employee
• Work from home

Ability to commute/relocate:

• Taguig: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• EXPECTED SALARY PACKAGE?
• PREFER SITE ? ( TAGUIG OR MAKATI )
• NAME/EMAIL/VIBER/CAN START ASAP

Experience:

• Critical Care Unit (ICU / ER/ SURGICAL ETC.): 2 years (Preferred)

License/Certification:

• PHRN LICENSE ACTIVE ONLY (Preferred)

Work Location: In person

Job Description

The Patient Service Center Representative I is responsible for creating a positive patient experience by accurately and efficiently handling the day-to-day operations relating to a patient's anticipated appointment. The PSC REP I may be assigned to either the financial clearance function or the scheduling function and is expected to maintain positive customer service at all times. Upon occasion, the PSC Rep I may perform both financial clearance and scheduling duties but with limited scope. The individual is expected to develop a thorough understanding of assigned function.

Duties and responsibilities:

• Collect and verify required patient demographic and financial data elements and creating a complete pre-registered account for a scheduled visit.
• Completes the pre-certification process by obtaining authorization from insurer and/or healthcare facility, verify patient insurance and confirm benefits eligibility.
• Assist other team members where necessary.
• Adheres to department policies and procedures related to verification of eligibility/benefits, pre-authorization requirements, available payment options, financial counseling and other identified financial clearance related duties.
• PSC Rep I would be assigned to easier, less complex scheduling
• Responsible for accurate and timely scheduling for outpatient appointments.
• Provide callers with information related to their appointments (i.e., prep information for test, directions, cancelling/rescheduling of tests, order management etc.) and any other question the callers might ask.

Required Work Experience:

• BPO Background: Must have min 1, max 3 years' experience in a VOICE ACCOUNT with AHT, Quality and CSAT as key performance indicators.
• BPO Healthcare Background: Must have min 6 months, max 3 years' experience in handling Healthcare account.

Working Conditions:

• Amenable to work in BGC, Taguig
• Willing to work in a nightshift schedule.

Company Benefits:

• Competitive Salary
• HMO plus free dependents
• Group life insurance
• PTO Credits
• Annual Appraisal
• Annual Performance Bonus

Go further with
Foundever

Are you ready to move your career forward? At
Foundever,
you will find our call center jobs surprising. We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.

We believe that small moments can have a big impact on our work experiences, customers, teams, and friends. By creating positive moments for each other, we make a difference and improve our associate experience.

ABOUT THE ROLE

We're looking for a highly skilled
Director of Operations, Rapid Response & Readiness
with specialized experience in contingency planning and short-term staffing management within outsourced CX environment. This pivotal role requires a dynamic leader capable of rapidly mobilizing internal and external resources to meet urgent customer care demands. This position reports directly to the VP/SVP of Operations in the Philippines. The ideal candidate will be a strategic thinker and an expert problem-solver who can build and manage a flexible operational framework to ensure business continuity and high-quality service delivery during times of peak demand or unexpected staffing needs.

KEY RESPONSIBILITIES

Strategic Rapid Response & Contingency Planning

• Develop and execute a comprehensive strategy for rapid resource mobilization and short-term staffing, ensuring a swift and efficient response to unplanned staffing needs.
• Proactively identify potential operational risks related to staffing shortages and develop contingency plans to mitigate their impact.

Operational & Financial Leadership

• Lead and manage cross-functional teams, including Operations, IT, Workforce Management (WFM), Quality, and Training, to support the rapid deployment of resources.
• Manage account performance against profitability objectives, revenue growth, gross margin, and client expectations while balancing rapid response requirements.
• Monitor and report financial performance metrics alongside operational delivery to ensure both fiscal accountability and service continuity.
• Drive efficiency in surge operations by aligning cost management, resource utilization, and financial outcomes with client objectives.

Stakeholder Management & Communication

• Direct and coordinate with relevant stakeholders to secure and onboard agents, supervisors, and support resources on short notice.
• Serve as the primary point of contact for all rapid response initiatives, providing clear, timely updates to senior leadership, clients, and key stakeholders.
• Provide leadership in client communications related to rapid deployment, performance reporting, billing, and financial impacts of surge activities.

Process Optimization & Performance Assurance

• Establish and refine operational processes for the recruitment, onboarding, training, and deployment of temporary staff to maximize efficiency and service quality.
• Implement and monitor key performance indicators (KPIs) to ensure that both financial targets and quality standards are consistently achieved.
• Ensure contract compliance, documentation, and reporting are accurate and aligned with both operational readiness and financial objectives.

Employee & Organizational Development

• Support client goals by developing workforce agility and ensuring employees are equipped to adapt to rapid deployment needs.
• Foster a strong employee experience, capability, and morale in fast-paced, contingency-driven environments.
• Drive process improvements and operational excellence initiatives to strengthen both financial performance and readiness outcomes.

QUALIFICATIONS

• Demonstrated expertise in
  rapid response, surge staffing, business continuity, or contingency planning
  , ideally in a global or multi-site environment.
• Experience:
  At least one year of specific experience in a leadership role focused on rapid-response operations, short-term staffing, contingency planning, or surge management within a BPO or customer service environment.
• Execution and Leadership:
  Demonstrated ability to manage day-to-day project activities, coordinate cross-functional teams, and ensure tasks are completed on schedule. Strong leadership to motivate teams and effective communication to keep stakeholders aligned.
• Operational & Financial Expertise:
  Deep understanding of BPO operations, including Customer Care (phone), Workforce Management (WFM), Quality Assurance, and Training, with proven experience managing
  account performance, revenue targets, gross profit, and cost efficiency
  .
• Stakeholder Management:
  Skilled at communicating with all parties involved, including team members, clients, finance partners, and senior leadership, to provide progress updates, manage expectations, and address concerns.
• Problem-Solving & Decision-Making:
  Strong analytical and problem-solving skills with the ability to make
  quick, data-driven and financially sound decisions
  under pressure.
• Risk and Issue Management:
  Proactive in identifying operational and financial risks before they escalate, and capable of developing strategies to mitigate them. Experienced in addressing and resolving issues to prevent delays or performance impacts.
• Communication:
  Excellent verbal and written communication skills with the ability to influence, negotiate, and collaborate with diverse internal and external stakeholders.

Preferred Qualifications

• Bachelor's degree in Business Administration, Operations Management, Finance, or any equivalent.
• Experience in a high-growth or fast-paced BPO environment.
• Proven project management experience, especially with cross-functional initiatives involving
  budget and resource accountability
  .
• A track record of successfully managing
  large-scale, short-term projects with measurable financial and operational outcomes
  .

Foundever is an equal opportunity employer that values diversity and inclusion. We do not discriminate on the basis of race/origin, religion, color, gender, sexual orientation, marital status, veteran status or disability status.

Digitally resolve customer issues with the highest level of professionalism and integrity to ensure customer satisfaction and retention.

Experience Required:

• Strong communication & customer service skills in English and required foreign language
• Minimum 2.5 years of international contact center experience
• Good technical knowledge and troubleshooting skills, well versed with Excel and other MS Office tools
• Prior digital/call center experience preferred.
• Familiarity with Microsoft Office applications.
• Must possess excellent written and oral communication, listening, and comprehension skills.
• Must possess effective time management and organizational skills.
• Stellar customer service skills and the ability to de-escalate customer frustration.
• Superior problem-solving skills and the ability to work independently and objectively.
• Dedication to the customer experience with the ability to build and maintain strong relationships.
• Team oriented and self-motivated.
• Strong ability to manage multiple tasks and interactions while prioritizing requests and concerns.
• Sound decision making.
• Must be able to effectively adapt to accelerating changes.
• For remote work a secure workspace and effective internet connectivity is necessary.

Work Set-Up

• Amenable to work onsite in our McKinley office for 3-4 months
• Hybrid after training and nesting period
• Day shift account

This role will specifically support the Korn Ferry Advance line of business. Launched in 2017, Korn Ferry Advance is a service designed to help individual professionals reach their career goals. With the help of Korn Ferry Advance's career advisors and technology tools, professionals can strategize their next move, optimize their resume, and proactively manage their careers. Visit to learn more.

Primary Functions

Manage and support Korn Ferry clients and members with their career needs, utilizing our resources, tools and expertise. Support our internal coaches with their direct client and member work.

Possesses excellent decision-making and problem-solving skills. Proactive, rather than reactive. Unwavering ethics and integrity. Flexible and responsive with the ability to work in a geographically dispersed environment. A well-developed results-oriented philosophy and work ethic; the ability to "get things done".

Essential Duties and Responsibilities

• Communicate with potential and existing clients through phone calls, online chat, emails, physical mail, and other channels.
• Resolve problems by clarifying the customer issue; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Utilize our career coaching resources, tools, and experts to provide advice and guidance to clients and members around their personal careers
• Support internal career coaches with their client and member work
• Keep records of customer interactions, process customer accounts and file documents
• Assist with placement of orders or exchanges
• Recommend potential improvements and new products to management by collecting customer information and understanding customer needs
• Advise on overall company information
• Troubleshoot and help members with technical problems

Skills

• Ability to communicate with all levels of management.
• Excellent verbal and written communication skills.
• Strong sense of structure and organization
• Ability to work independently and in a small team
• Fluent in Microsoft Word, Excel, Powerpoint