USRN Team Leader (Non-Voice)

Account: El Paso & Hartford Account

Work Setup: Temporary Work From Home (WFH)

Work Schedule: Shifting Schedule

Location: All locations in the Philippines – BGC Taguig, Cebu, Davao, and Clark, Pampanga

Start Date: ASAP

Job Overview

We are looking for an experienced USRN Team Leader to lead and support a non-voice healthcare process for the El Paso & Hartford account. The ideal candidate should have strong Utilization Management experience along with proven people-management skills and an active USRN license.

Qualifications

• Active USRN license (any mainland US state license).

• At least 2–3 years of BPO/CPO Utilization Management experience.

• At least 1 year of people-management, Team Lead, or relevant supervisory experience.

• Strong communication, leadership, and problem-solving skills.

• Willing to work on a shifting schedule.

• Willing to work under a temporary WFH setup.

• Willing to work from any of the available locations: BGC Taguig, Cebu, Davao, or Clark, Pampanga.

• Available to start ASAP.

Key Responsibilities

• Lead and manage a team supporting the non-voice healthcare process.

• Monitor team performance and ensure achievement of operational KPIs and quality standards.

• Provide coaching, guidance, and performance feedback to team members.

• Ensure accurate and timely handling of Utilization Management processes.

• Address process-related concerns and escalate issues when required.

• Maintain compliance with healthcare and client-specific processes and guidelines.

• Collaborate with operations and support teams to ensure smooth day-to-day delivery.

• Prepare and monitor performance reports and identify areas for improvement.

Recruitment Process

1. Validation

2. Talkpush Profile Creation

3. HR Interview

4. Hiring Manager Interview

5. Onboarding

Screening Questions

• What is your current location and preferred work site?

• Do you have an active USRN license? Please provide the validity date.

• How many years of Utilization Management experience do you have?

• How many years of people-management / Team Lead / Supervisor experience do you have?

• What was your last drawn salary?

• What are your salary expectations?

• What is your current notice period?