job description
Are you a licensed Philippine Registered Nurse (PHRN) with a passion for leadership and operational excellence? We are seeking a highly skilled PHRN Process Coach to join our dynamic healthcare BPO team in Manila. In this role, you will play a pivotal part in mentoring our production teams, ensuring high-quality output, and maintaining compliance with complex healthcare billing regulations.
The ideal candidate will have extensive hands-on experience in hospital billing and revenue cycle management. You will act as a bridge between clinical knowledge and administrative efficiency, coaching agents on technical accuracy, workflow optimization, and performance standards. If you are a natural mentor with a sharp eye for detail and a background in the US healthcare billing sector, we want to hear from you!
Responsibility
- Monitor and evaluate agent performance, providing actionable coaching and feedback to ensure high-quality output.
- Analyze complex hospital billing accounts to identify gaps and process inefficiencies.
- Develop and implement training programs to enhance team knowledge of billing guidelines and insurance requirements.
- Conduct regular quality audits and ensure adherence to HIPAA and internal company protocols.
- Collaborate with operations managers to drive productivity metrics and meet team-wide KPIs.
- Provide clinical expertise to resolve escalated billing inquiries and claim discrepancies.
- Facilitate team huddles and calibration sessions to ensure consistency in process application.
Qualifications
- Active Philippine Registered Nurse (PHRN) license is required.
- Minimum of 2-3 years of proven experience in US Hospital Billing or Revenue Cycle Management (RCM).
- Previous experience in a coaching, team lead, or quality analyst role within a BPO setting.
- Deep understanding of medical terminology, CPT/ICD-10 coding, and healthcare reimbursement processes.
- Strong analytical and problem-solving skills with a high degree of attention to detail.
- Excellent communication and leadership skills, capable of motivating teams to meet performance targets.
- Proficiency in MS Office Suite and hospital billing software platforms.