WE'RE HIRING! | TELEPERFORMANCE

Position: Senior Director / Vice President of Operations – Healthcare

Location: MOA, Pasay City

Work Setup: 100% Onsite

Schedule: US Day Shift (Night Shift – Philippine Time)

Salary: ₱250,000–₱350,000

Headcount: 1

Target Start: ASAP

THE ROLE

Teleperformance is looking for an experienced Senior Director / Vice President of Operations to lead large-scale Healthcare BPO operations, focusing on Utilization Management (UM), Care Management, and Disease Management.

The successful candidate will oversee a 500–700 FTE organization, driving operational excellence, client satisfaction, regulatory compliance, financial performance, and leadership development.

USRN candidates with recent, hands-on Utilization Management experience are highly preferred.

KEY RESPONSIBILITIES

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• Provide strategic and operational leadership for large-scale healthcare operations.
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• Manage a 500–700 FTE organization and lead Directors, Senior Managers, and Operations Managers.
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• Oversee Utilization Management, Care Management, and Disease Management operations.
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• Ensure achievement of KPIs, SLAs, productivity, quality, and compliance targets.
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• Oversee Prior Authorization, Clinical Reviews, Medical Necessity, Appeals, and Grievance processes.
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• Manage executive-level client relationships and stakeholder engagement.
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• Lead business reviews and performance improvement initiatives.
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• Manage operational budgets, forecasting, cost efficiency, and P&L performance.
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• Ensure compliance with HIPAA, PHI protection, and US healthcare regulations.
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• Develop leadership capabilities, succession planning, employee engagement, and retention.
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• Drive process improvements, automation, and operational transformation.
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QUALIFICATIONS & REQUIREMENTS

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• At least 10 years of Healthcare Operations experience in a BPO, shared services, or captive environment.
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• Minimum 5 years of senior leadership experience (Director, Senior Director, VP, or equivalent).
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• Proven experience managing 500+ FTEs in large-scale operations.
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• Recent, hands-on experience in one or more of the following:
  
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  • Utilization Management (UM) – highly preferred
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  • Care Management
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  • Disease Management
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• Strong understanding of US healthcare processes, clinical workflows, and medical terminology.
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• Knowledge of MCG/Milliman, InterQual, CMS guidelines, and HIPAA.
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• Experience in Prior Authorization, Clinical Review, and Medical Necessity.
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• Strong executive client management and stakeholder engagement experience.
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• Experience in budgeting, forecasting, P&L management, and financial performance.
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• Excellent leadership, communication, and strategic decision-making skills.
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• Bachelor's degree in Nursing, Healthcare Administration, Business Administration, or a related field.
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HIGHLY PREFERRED

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• Active US Registered Nurse (USRN) license.
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• Recent, hands-on Utilization Management experience.
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• Combination of clinical healthcare expertise and large-scale Healthcare BPO leadership.
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• Experience handling Prior Authorization, Clinical Review, and Medical Necessity workflows.
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Important: General BPO leadership experience without direct healthcare domain exposure will not be sufficient.

ADDED ADVANTAGE

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• Medical Coding exposure, including ICD-10, CPT, and HCC.
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• Lean Six Sigma or Process Excellence certification.
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• Experience managing multiple healthcare programs or accounts.
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• Additional clinical or healthcare-related certifications.
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TARGET CANDIDATE BACKGROUNDS

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• Healthcare BPO Operations
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• US Healthcare Operations
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• Utilization Management Leadership
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• Care Management and Disease Management
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• Clinical Operations
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• Healthcare Shared Services and Captive Operations
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Suggested Job Titles:

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• Senior Director of Healthcare Operations
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• Vice President of Healthcare Operations
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• Director of Operations – Healthcare
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• AVP of Operations – Healthcare
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• Director of Clinical Operations
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• Director / Head of Utilization Management
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• Director of Care Management
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• Senior Operations Director – Healthcare
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IMPORTANT HIRING RESTRICTIONS

STRICTLY NOT ELIGIBLE FOR REHIRE, DIRECTLY OR THROUGH A THIRD PARTY:

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• Former Teleperformance (TP) employees
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• Former PSG Global employees
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• Former Majorel employees
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• Former Aegis employees
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Candidates with employment history in the above companies are not eligible.

RECRUITMENT PROCESS

1. 
   
2. CV Validation
3. 
   
4. Phone Screening
5. 
   
6. TA Interview
7. 
   
8. Three Interview Rounds
9. 
   
10. Final Interview – Face-to-Face at EDSA or McKinley
11. 
    

SALARY NOTE: Compensation will depend on the candidate's current or previous salary, experience, and qualifications. Salary expectations must remain reasonable and aligned with the client's approved budget.

FINAL NOTE: Priority will be given to candidates with strong end-to-end healthcare operations leadership and genuine, hands-on experience in UM, Care Management, or Disease Management. USRN candidates with recent UM experience are the top priority. Exceptional non-USRN candidates with relevant healthcare expertise are also welcome.