job description
Are you an experienced Healthcare BPO professional looking to step into a leadership role? We are seeking a highly skilled Process Coach to mentor our dynamic team in Manila. In this role, you will leverage your expertise in Hospital Billing and the EPIC software suite to drive operational excellence, improve quality metrics, and support staff development.
As a Process Coach, you will serve as the subject matter expert (SME) on the floor, providing real-time guidance to agents handling complex billing queries. If you have a passion for coaching, a deep understanding of revenue cycle management, and a track record of high performance in a BPO setting, we invite you to join our growing team.
Responsibility
- Provide direct floor support and coaching to agents regarding Hospital Billing processes.
- Act as the primary Subject Matter Expert (SME) for EPIC software navigation and troubleshooting.
- Monitor team quality metrics and implement coaching plans to bridge performance gaps.
- Conduct regular side-by-side coaching sessions and call/process quality calibrations.
- Assist in the onboarding and training of new hires on healthcare billing workflows.
- Maintain compliance with all healthcare regulations and internal quality standards.
- Report performance trends and process improvements to the Operations Manager.
Qualifications
- At least 2 years of proven experience in a BPO Healthcare account.
- Must possess hands-on experience with the EPIC tool or extensive background in Hospital Billing (RCM).
- Strong leadership potential with a demonstrated ability to mentor and guide team members.
- Excellent verbal and written communication skills in English.
- Strong analytical and problem-solving skills, particularly with complex billing claims.
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
- Ability to work in a fast-paced environment and adapt to changing operational needs.