Deskripsi Pekerjaan
Join First Source Solutions Limited as a Senior Patient Provider and leverage your Spanish language expertise to transform healthcare customer service excellence. In this critical leadership role, you'll be the cornerstone of quality assurance, conducting meticulous audits to ensure our agents deliver exceptional patient care. Your bilingual fluency will enable you to bridge communication gaps, provide targeted coaching to develop agent capabilities, and drive continuous improvement initiatives that elevate our service standards.
We offer a competitive monthly salary range of ₱60,000 – ₱70,000 plus performance-based bonuses, creating a rewarding environment where your leadership directly impacts patient outcomes and team growth. This position is ideal for ambitious bilingual professionals seeking to advance their careers in healthcare quality management while making tangible contributions to patient satisfaction and operational excellence.
Tanggung Jawab
- Conduct comprehensive quality audits of patient interactions to ensure compliance with service standards
- Deliver structured coaching and feedback to agents to enhance performance and language proficiency
- Develop and implement quality improvement initiatives based on audit findings
- Monitor key performance metrics and report on service quality trends
- Mentor new agents and facilitate continuous training programs
- Collaborate with cross-functional teams to resolve escalated patient concerns
- Analyze customer feedback data to identify service enhancement opportunities
Kualifikasi
- Fluency in Spanish and English (written and spoken)
- 3+ years of experience in healthcare customer service or call center environments
- Proven track record in quality assurance and agent coaching
- Strong leadership and communication skills
- Ability to analyze complex data and drive improvement initiatives
- Certification in healthcare compliance or quality management preferred
- Experience with CRM and quality monitoring systems