Job Title: Clinical Operations Assistant Manager (Manager)

Location: Vertis North, Quezon City, Philippines
Program: Healthcare – Hybrid Voice and Back-Office Operations
Work Setup: Work from Office (Onsite)
Shift: US Day Shift
Salary: Open (Based on experience, qualifications, and current/previous salary)
Target Start Date: On or Before December 15
Headcount: 1

Job Overview

We are looking for an experienced Clinical Operations Assistant Manager to lead a high-performing clinical operations team supporting a major US managed care program.

The role is responsible for driving service excellence, clinical quality, operational performance, and team development in a fast-paced, metrics-driven healthcare environment.

Key Responsibilities

• Manage daily SLA/KPI performance, including turnaround time, quality, productivity, and documentation.

• Conduct team huddles, interval monitoring, root cause analysis (RCA), and performance recovery planning.

• Ensure strict compliance with HIPAA and PHI requirements.

• Lead clinical quality assurance through audits, calibrations, coaching, and documentation reviews.

• Develop, mentor, and manage Registered Nurses (RNs), Clinical Associates, and Team Leaders.

• Oversee competency programs, preceptorship, continuing education (CE) tracking, and license validity.

• Collaborate with Workforce Management (WFM), Talent Acquisition (TA), Quality Assurance (QA), and client stakeholders.

• Convert clinical protocol updates into practical workflows and training materials.

Qualifications

• Bachelor of Science in Nursing (BSN) graduate.

• Active Philippine Registered Nurse (PHRN) license.

• Active and unrestricted USRN license (NCLEX passed).

• Minimum 5 years of clinical and healthcare operations experience.

• Minimum 3 years of team leadership experience in healthcare BPO or shared services.

• Strong knowledge of US Managed Care, Utilization Management (UM), Case Management (CM), CMS, and HIPAA.

• Proven experience managing SLAs, KPIs, and clinical operational performance.

• Experience in Utilization Review (UR) / Utilization Management (UM), with current experience managing UR operations.

• Experience in UM, CM, Health Risk Assessment (HRA), triage, or payer operations is preferred.

• Familiarity with URAC/NCQA standards is an advantage.

• Clinical training experience is preferred.

• Willingness to work onsite on a US day shift.

License Requirements

• Both Philippine RN and USRN licenses must be active.

• Candidates with licenses nearing expiration must be willing to renew them.

Required Assessment

Candidates must complete an on-the-spot Clinical Review Writing Assessment during the interview.

Important: Candidates must bring a laptop or desktop computer to complete the assessment. Please inform them in advance.

Recruitment Process

1. Profile Validation

2. Profile Review

3. Talent Acquisition (TA) Interview

4. Hiring Manager (HM) Interview

5. Client Interview

Pre-Screening Questions

1. Educational Attainment:

2. Years of Clinical and Healthcare Operations Experience:

3. Years of Leadership Experience in Healthcare BPO / Shared Services:

4. UR/UM Background: Do you have experience in Utilization Review (UR) and Utilization Management (UM)? Please provide details.

5. Licenses: Do you have an active Philippine RN (PHRN) license and an active, unrestricted USRN license? When do your licenses expire?

6. Training Experience: How many years of experience do you have in clinical training or education?

7. Last Drawn Salary:

8. Expected Salary:

Important Hiring Restrictions

• Former Teleperformance (TP) employees are not eligible for rehire, directly or through a third party.

• Candidates previously employed with PSG Global, Majorel, or Aegis are also ineligible under the client's hiring restrictions.