Healthcare Operations Supervisor (Provider Services)

Location: Valero, Makati City, Philippines. Onsite during the initial period, with eligibility to work from home after training based on performance and business requirements. Graveyard and shifting hours, including nights, weekends, and holidays.

Company

hirify.global is a healthcare operations partner supporting health plans with contact center, claims, member communications, digital mailroom, and related administrative services.

What you will do

• Oversee daily operations and performance across multiple Provider Services teams and support channels.
• Lead, coach, and hold Team Leaders accountable for productivity, quality, attendance, schedule adherence, service levels, turnaround times, and provider experience.
• Analyze dashboards, QA results, error trends, and operational reports to identify risks and implement corrective actions.
• Partner with Workforce Management, Quality, Training, and other cross-functional teams on staffing, onboarding, nesting, certification, and operational readiness.
• Lead root-cause analysis and process-improvement initiatives covering workflow, systems, training, staffing, and service consistency.
• Ensure appropriate verification, confidentiality, privacy, security, and compliance practices when handling protected information.

Requirements

• High school diploma or equivalent required; college degree or relevant post-secondary education preferred.
• At least 5 years of experience in a healthcare contact center, Provider Services, claims support, or comparable healthcare operations environment.
• At least 2–3 years of experience as a Team Lead, Supervisor, or in a comparable people-management role.
• Working knowledge of claims, EOBs, appeals, eligibility, benefits, payments, provider-service workflows, and contact-center operations.
• Experience managing KPIs, dashboards, reporting, root-cause analysis, action planning, and multiple operational systems.
• Ability to work flexible graveyard and shifting schedules, including nights, weekends, and holidays, and to work onsite in Makati.

Nice to have

• Experience managing multiple teams, Team Leaders, or a large contact-center workforce.
• Experience with Monday.com, AWS Connect, workforce management tools, QA platforms, performance dashboards, and reporting systems.
• College degree or relevant post-secondary education.

Culture & Benefits

• Comprehensive HMO coverage for medical and dental care.
• HMO coverage from Day 1, including one dependent.
• Work-from-home eligibility after training depends on sustained leadership effectiveness, operational results, compliance, responsiveness, and business needs.
• Work across healthcare operations supporting payers, providers, and members.