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Leocris Baguio

@leocrisbaguio

Message

Experienced quality and operations leader driving process improvement in healthcare BPO environments.

Philippines

Message

What I'm looking for

I seek a leadership role in quality or operations within a healthcare BPO that values continuous improvement, coaching, measurable SLA performance, and cross-stakeholder collaboration.

I am a seasoned quality and operations professional with extensive experience managing multi-program quality functions across healthcare BPOs. I have led teams responsible for patient calling, scheduling, billing, RCM, credentialing and large-scale sampling strategies to meet and surpass SLA targets.

I specialize in training needs analysis, root-cause investigations, process improvement and stakeholder collaboration to deliver measurable improvements in quality scores and client-maintained metrics. I combine strong reporting and advanced Excel skills with a commitment to coaching teams and implementing value-added initiatives.

Experience

Work history, roles, and key accomplishments

Current

Quality Manager

Current

Omega Healthcare

Nov 2023 - Present (2 years 3 months)

Manages 12 programs including patient calling, scheduling, billing, RCM and credentialing; creates training needs analyses and process improvement plans to ensure SLAs are met and collaborates with stakeholders to deliver program value above SLA.

Quality Management Process Improvement RCM Patient Scheduling SLA Management Reporting

Quality Manager

Access Healthcare Services

Nov 2021 - Oct 2023 (1 year 11 months)

Conducted sampling strategy and root-cause analyses for a 100-member healthcare team, developed training needs and process improvements that enabled campaigns to reach and surpass client quality SLAs while delivering timely reports to stakeholders.

Quality Assurance Root Cause Analysis Training Development SLA Reporting Process Improvement

Operations Manager

ProbeCX Philippines Inc.

Jan 2019 - Oct 2021 (2 years 9 months)

Managed team leaders to meet performance, quality, customer satisfaction and efficiency goals by providing strategy, guidance and support aligned with client and company processes.

Operations Management Team Leadership Performance Management Customer Satisfaction Process Adherence Coaching KPI Tracking

Customer Experience Manager

Stellar Philippines Inc.

Sep 2014 - Jan 2019 (4 years 4 months)

Maintained a register of process improvements for customer experience, resolved complex client issues and trained Operations and Quality teams on customer experience methodologies.

Customer Experience Process Improvement Training Stakeholder Management Documentation Cross Functional Collaboration

Quality Associate Manager

Sutherland Global Services

Jan 2008 - Jan 2014 (6 years)

Managed quality specialists to improve agent quality scores, calibrated auditors and implemented process improvements focused on client-maintained metrics.

Quality Assurance Metrics Process Optimization Team Management Compliance