USRN Team Leader (El Paso & Hartford Account)

Work Set-up/Location: Temporary WFH; with onsite reporting as needed at the nearest Shearwater site in any of the following locations: Cebu, Manila, Pampanga, or Davao Required License/Credentials: Active USRN license, any state Account Type: Non-Voice Job Overview Level Up Talent Solutions is looking for a Lean-Pro USRN Team Leader to oversee team performance for non-voice healthcare operations accounts.

This role is responsible for managing day-to-day team delivery, monitoring productivity and quality, supporting team members, handling escalations, and ensuring account expectations are met. The ideal candidate is an active USRN with BPO or CPO Utilization Management experience, strong team leadership capability, and the ability to guide healthcare operations staff in a structured and performance-driven environment.

Responsibilities

Lead and support a team of USRN healthcare operations staff Monitor daily productivity, quality, attendance, and performance metrics Provide coaching, feedback, and support to team members Ensure adherence to Utilization Management processes, documentation standards, and account guidelines Handle escalations, process questions, and operational concerns Coordinate with quality, training, and operations leadership to address team gaps Prepare reports and updates on team performance, trends, and improvement actions Support team engagement, accountability, and continuous improvement Requirements Active USRN license from any U.

S. state At least 2 to 3 years of BPO/CPO Utilization Management experience Preferably with people management, team lead, SME, or supervisory experience Strong understanding of healthcare operations, clinical review, and non-voice processes Able to coach team members and manage performance expectations Strong communication, reporting, problem-solving, and organizational skills Able to work in a fast-paced healthcare BPO/CPO environment Nice to Have Prior experience leading USRN, UM, UR, or clinical review teams Experience handling stakeholder-facing performance updates Exposure to quality calibration, training support, or process improvement initiatives