Job Description

Our brand, Lennor Metier Consulting, a DOLE-licensed headhunting and recruitment agency in the Philippines, is proud to partner with a global provider of revenue cycle management (RCM) and specialized clinical services for organizationsin their search for a USRN Team Lead based in Ortigas

Salary Range up to ₱90,000

Work Setup Onsite

Shift Schedule Night Shift (Mon-Fri, fixed weekends off)

Location Ortigas

The role

We are looking for a dedicated and experienced USRN Team Lead to oversee a team of healthcare customer service representatives handling US-based accounts. The ideal candidate is an active USRN (New York license preferred) with ER or OR clinical experience and proven supervisory experience. This role focuses on team performance management, quality assurance, client compliance, and operational excellence in a customer service environment.

Your Responsibilities:

• Lead, supervise, and support a team of USRNs and/or PHRNs handling healthcare-related customer service interactions.
• Monitor daily operations to ensure service level agreements (SLAs), KPIs, and quality standards are consistently met.
• Provide clinical guidance when addressing complex or escalated customer concerns.
• Conduct coaching sessions, performance reviews, and regular feedback discussions.
• Handle customer escalations professionally and ensure timely resolution.
• Ensure compliance with US healthcare regulations, HIPAA standards, and company policies.
• Coordinate with Operations, Quality Assurance, and Training teams to drive performance improvements.
• Assist in onboarding and training new team members.
• Prepare reports on team performance, attendance, productivity, and quality metrics.
• Promote a culture of accountability, teamwork, and customer-centric service delivery

What we're looking for:

• Active US Registered Nurse (USRN) license (New York license preferred).
• Active Philippine Registered Nurse (PHRN) license.
• At least 1 year ER or OR clinical experience.
• Minimum 1 year Team Lead or Charge Nurse experience (nurse supervisory experience required).
• Experience in a healthcare BPO or customer service setting is an advantage.
• Strong leadership, coaching, and people management skills.
• Excellent verbal and written communication skills.
• Knowledge of HIPAA and US healthcare processes is preferred.
• Amenable to onsite reporting in Ortigas.

Ready to take the next step in your career? Submit your application now!

--- We kindly request your patience as we receive a significant number of applications. Rest assured that our team will update your application's status soon. In the meantime, we encourage you to follow our LinkedIn page to stay informed about future opportunities and company updates.