This document outlines 3 assignments for a Certified Recruitment Analyst project, each analyzing the job requirements for a different position - Payroll Assistant, Clinical Support Nurse, and Program Manager. For each assignment, the document describes the job description, fundamental and motivational analysis, job element analysis, required knowledge and skills, behavioral traits, and sample interview questions. The purpose of the project is to develop comprehensive job specifications that accurately reflect the qualifications and skills needed for each role.

1. Certified Recruitment Analyst Project
Submitted by
JOHN MICHAEL R. VILLAGRACIA
In partial fulfillment for the requirements and the award of
Certified Recruitment Analyst
By the
Carlton Advanced Management Institute (CAMI)
2014
Center of Excellence in HR-Certified Recruitment Analyst
P.O. Box 304
Greens Farms, CT 068388 USA

2. 1
TABLE OF CONTENTS
SECTION I 2 – 3
OBJECTIVES
SCOPE OF THE PROJECT
BRIEF OVERVIEW OF FINDINGS
CONCLUSIONS
BRIEF BACKGROUND OF CHOSEN INDUSTRY
COMPANY MISSION
ASSIGNMENT I 4 – 11
SECTION II: POSITION TITLE & JOB DESCRIPTION
SECTION III: FUNDAMENTAL ANALYSIS/ MOTIVATIONAL ANALYSIS
SECTION IV: JOB ELEMENT ANALYSIS
SECTION V: FUNCTIONAL KNOWLEDGE & SKILLS
SECTION VI: BEHAVIOR TRAITS
SECTION VII: QUESTIONS
ASSIGNMENT II 12 – 19
SECTION II: POSITION TITLE & JOB DESCRIPTION
SECTION III: FUNDAMENTAL ANALYSIS/ MOTIVATIONAL ANALYSIS
SECTION IV: JOB ELEMENT ANALYSIS
SECTION V: FUNCTIONAL KNOWLEDGE & SKILLS
SECTION VI: BEHAVIOR TRAITS
SECTION VII: QUESTIONS
ASSIGNMENT III 20 – 28
SECTION II: POSITION TITLE & JOB DESCRIPTION
SECTION III: FUNDAMENTAL ANALYSIS/ MOTIVATIONAL ANALYSIS
SECTION IV: JOB ELEMENT ANALYSIS
SECTION V: FUNCTIONAL KNOWLEDGE & SKILLS
SECTION VI: BEHAVIOR TRAITS
SECTION VII: QUESTIONS

3. 2
SECTION I
PROJECT SUMMARY
OBJECTIVES
 To be able to standardize the job specifications as requested by Clients, and to have an
extensive understanding of the job requirement to be handled.
 To be able to furnish the Recruitment process by doing extensive research on being able to find
qualified candidates, through the creation of comprehensive job descriptions.
 To be globally competitive by following accepted recruitment standards and stipulations, in
accordance with the different elements of creating the actual job details.
SCOPE OF THE PROJECT
This project aimed to find out the exact aptitudes that are needed for specific job titles, as
follows:
 Payroll Assistant
 Clinical Support Nurse
 Program Manager
It is thereby quintessential for these job titles to identify aligned knowledge and skill sets chosen
particularly for each, so that the candidates for these roles will be more likely to grow fundamentally
motivated and competently matched.
BRIEF OVERVIEW OF FINDINGS
In the process of developing the project, several realizations exist in having to handle the
recruitment for the position would aid tremendously in shortlisting people for the roles. It is established
in Section II of what the job roles are, and what not to miss and to rule out by the time Section III is
formed. The fundamental and motivational analysis also serves as a filter for the qualification of
candidates. The essence of the job titles are extracted in Sections IV and V (Job Element Analysis) by
grouping out the main responsibilities that the soon-to-be employee will be able to identify and deliver.
In Section VI, traits are highlighted as to how a candidate will fair into things such as image formation,
behavior and responses, and characteristics that should arise which were not touched in the previous
sections. Finally, sample questions are presented in Section VII, to act as further guidance through the
interview process.
CONCLUSIONS
 In the creation of a comprehensive job role, no example is greater than the actual job
itself, which is why asking assistance from the people of the concerned job title is more
realistic in delivering the terms of the actual tasks and responsibilities for that role. Once
given, ruling the necessary task elements will be easier to develop in the composition.
 Competencies are important in finding out the best candidates, and having a standard
set of needed competencies per job will definitely yield more suitable candidates.

4. 3
 A globally competitive Recruitment process would utilize a broad job specification
construction, which will cover the bulk of the Recruitment basis. As such, the modern
Recruitment trend will also be in conjunction such as the current market strategies, the
industries that are having Bright Outlooks, the expanding business trends, etc.
BRIEF BACKGROUND OF CHOSEN INDUSTRY
The Clinical Processing Outsourcing (CPO) Company was originally formed for the
purpose of owning, operating and staffing hospitals around the world. Today, the company
delivers innovative URAC Accredited Clinical Process Outsourcing to clients in the United States
and deploys nurses from around the world to U.S. hospitals and other health care
organizations.
Over the past 40 years, it has employed more than 30,000 nurses, clinicians,
pharmacists and other health care professionals in the United States, the Philippines and
elsewhere around the world. As part of the oldest and most respected international health care
management system in the world, this company has a rich legacy and strong roots in
international recruitment and health care outsourcing services.
The Company is also credited with creating, developing and managing the novel
outsourcing service known as Clinical Process Outsourcing (CPO). Our CPO model was
developed to combine clinical expertise with business acumen to deliver the highest quality of
service and care in the most cost efficient manner. In this CPO model, U.S. payer, provider and
health care service companies are able to securely move some or all of their clinical and/or
administrative functions to the highly-trained and qualified staff—including pharmacists,
physicians, medical technologists, administrative personnel and nurses both here in the U.S.
and in the Philippines—thereby significantly reducing operational expenses and increasing the
quality and scope of their clinical abilities to achieve more positive patient care outcomes.
COMPANY MISSION
We are committed to providing intelligent, patient-centered Clinical Process
Outsourcing (CPO) solutions to lower costs and improve competency for health care providers.

5. 4
ASSIGNMENT I
SECTION II
JOB DESCRIPTION
Position Title: Payroll Assistant
Department: Support Services
Reports to: Human Resources Generalist – Payroll Lead
Location: Taguig City, Manila, Philippines
Responsibilities:
1. Receives and checks attendance sheet for payroll preparation.
2. Process payroll computation for Payroll Lead approval.
3. Coordinates with HR for the administration of benefits for payroll purposes.
4. Updates attendance records for SIL monitoring.
5. Updates changes in salary information and benefits in payroll file.
6. Prepares and update data on w/tax per employee.
7. Assists Finance Department in preparing reports for Philippine Mandated sectors (BIR, SSS,
PhilHealth, HDMF, DOLE, SEC and PEZA).
8. Secures services for Government related benefits.
9. Facilitates the processing of company’s benefits extended to employees (Government,
Private Entities, and Financial Institutions).
10. Assists the Payroll Lead in preparing reports for financial analysis on payroll and related
matters.
11. Assists for generating monthly financial schedules related to payroll.
12. Voucher preparation for payroll related transactions.

6. 5
Job Requirements:
Clerical — Knowledge of administrative and clerical procedures and systems such as word processing,
managing files and records, stenography and transcription, designing forms, and other office procedures
and terminology.
Personnel and Human Resources — Knowledge of principles and procedures for personnel recruitment,
selection, training, compensation and benefits, labor relations and negotiation, and personnel
information systems.
Computers and Electronics — Knowledge of circuit boards, processors, chips, electronic equipment, and
computer hardware and software, including applications and programming.
English Language — Knowledge of the structure and content of the English language including the
meaning and spelling of words, rules of composition, and grammar.
Administration and Management — Knowledge of business and management principles involved in
strategic planning, resource allocation, human resources modeling, leadership technique, production
methods, and coordination of people and resources.
Mathematics — Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
Economics and Accounting — Knowledge of economic and accounting principles and practices, the
financial markets, banking and the analysis and reporting of financial data.
Education:
 Bachelors /College Degree/ Master’s Degree in Accountancy or equivalent.
Experience:
 1 – 2 year(s) in a related field in Accounting/ Payroll/ Compensation and Benefits role

7. 6
SECTION III
FUNDAMENTAL ANALYSIS / MOTIVATIONAL ANALYSIS
Position Title: Payroll Assistant
Department: Support Services
Reports to: Human Resources Generalist – Payroll Lead
Basic Minimum Requirement Maximum Requirement
Educational Qualification
Bachelor’s Degree in Accountancy
(in a reputable university)
Master’s Degree in Accountancy
(in a reputable university)
Experience
1 year working experience in
related field
2 year(s) working experience in
related field
Work Schedule
Fixed mid-shift work schedules,
5 days a week
(9 hour schedule)
Flexible work schedules,
5-6 days a week
(9 hour schedule
and as needed/ required)
Location National Capital Region Central Luzon
Value and Self-image Minimum Requirement Maximum Requirement
Nature of employment Permanent Occasional Job Rotation
Benefits Minimum Requirement Maximum Requirement
Salary Php 20,000.00 (gross) Php 23,000.00 (gross)
Growth Opportunity Promotion after 1 year Promotion after 6 months
Job Aspects
Willing to be trained and willing
to learn
Lead Position
Dissonance Factors
Shifting/ Flexible work schedules
Must be able to sit at a desk throughout the
assigned shift
Work location may require going to other site offices
Trait Parameters
Attitude Orientation (Perseverance, Work Ethic)
People Skills (Energy Level)
Managerial Aptitude (Planning)
Team Orientation (Loyalty, Technical Expertise)

8. 7
SECTION IV & SECTION V
JOB ELEMENT ANALYSIS
S.No Job /Task
Knowledge/
Skills
Threshold Differentiator
1
Payroll
Support
K
- Knowledge in reports
generation/ data
management
- Knowledge in
processing Govt.
Mandated sectors in the
Philippines
- Knowledge in basic
financial analysis
- Knowledge in using SAP tool(s)
- Extensive knowledge in process
handling Govt. Mandated
sectors in the Philippines
- Well-versed in Financial
Analysis
S
- Coordination
- Analytical
- Detail-oriented
- Critical Thinking
- Complex Problem Solving
2
Records and
Data Upkeep
K
- Knowledge in using
data tracking software
and applications
- Knowledge of the
updated tax table in the
Philippines
- Knowledge in reports
generation/ data
management
- Well-versed with
administrative and clerical
procedures and systems
- Highly knowledgeable in Data
entry software
- Knowledgeable with current
salary trend in the market
S
- Detail-oriented
- Analytical
- Numerical
- Systems Analysis
- Monitoring
- Critical Thinking
Job Elements
Payroll Support
Records and Data Upkeep
Financial Transaction and Coordination
Benefits Processing

9. 8
3
Financial
Transaction
and
Coordination
K
- Knowledge in payroll
extensions and
applications
- Knowledge in basic
finance administration
- In-depth knowledge with
financial transactions, payroll
administration and clerical
applications
S
- Coordination
- Active Listening
- Monitoring
- Analytical
- Critical Thinking
- Complex Problem Solving
- Judgment and Decision Making
4
Benefits
Processing
K
- Knowledge in
processing Govt.
Mandated sectors in the
Philippines
- Familiarity with Private
Entity and Financial
Institution benefits
- Knowledge in benefit
information
dissemination for
employees
- Well-versed in handling Govt.
Mandated benefits in the
Philippines
- Extensive knowledge with
transcription and designing
forms
S
- Numerical
- Active Listening
- Reading
Comprehension
- Active Learning
- Social Perceptiveness

10. 9
SECTION VI
BEHAVIOR TRAITS
S. No Category Trait Definition
1 Attitude orientation
Perseverance
Pursues established work schedule
and goals tirelessly and to a
successful end despite any
situational obstacles; willing to go
the distance every time.
Work Ethic
Displays a consistently sound
attitude and a positive “can-do”
approach to all situations;
manifests a realistic aura of being
capable and ready to perform any
tasks that will contribute to good
of the organization.
2 People Skill Energy Level
Displays a steady, fast pace in
executing assignment, and an
innate ability to increase activity to
the maximum when necessary;
possesses suitable vitality and
endurance for present and future
assignments.
3 Managerial Aptitude Planning
Establishes short and long term
range objectives, course of action
for achievement, and syllabus of
specific tasks, proactive in setting
targets and task accomplishment.
4 Team orientation
Loyalty
Commits to a form contract to
work hard for the organization,
represent its best interest at all
times, and give its needs overall
performance top priority; has an
intrinsic dedication to cause,
organization and mission.
Technical Expertise
Possesses a superlative degree of
accrued and formal knowledge of
the assigned facet(s) of the
business; able to draw from and
succinctly apply that knowledge in
a proficient manner.

11. 10
SECTION VII
QUESTIONS
Basic Questions
Educational
Qualification
Would Accountancy be your first course choice back in college?
When did you start to love your chosen course?
What happened after you have graduated?
Experience How many years of experience do you currently have in this role?
Location
How many hours did you prepare in going to our office?
Are you amenable in working with our current location?
Are you willing to travel/ relocate?
Are you willing to work in our current site? How about in our other site?
Value and Self-Image Questions
Work Schedule
How many hours a week are your usual work hours?
Are you willing to work on weekends?
Are you willing to work on holidays?
Are you amenable to work in a shifting schedule?
Benefits Questions
Salary
What is your current basic salary?
Do you have allowances, health insurance, and other benefits?
How much would be your expected gross salary?
Is the salary that you mentioned negotiable?
Growth Opportunity
What were your expectations about your previous job and to what extent were
they met?
How do you want to improve yourself in the next year?
What challenges are you looking for in a position?
What are you looking for in terms of career development?
Job Aspects
What was the main reason for you to apply with us?
If you were given a chance to take up another role, other than what we
discussed, which would it be, and why?
Behavioral Traits Questions
Attitude Orientation
Perseverance
-Tell us about a time when you faced a difficult problem.
What methods did you use to sustain your ability to keep
going until you had fixed this problem?
-Tell us about a time when a project is put at risk. What
steps did you take to ensure the project was completed?
How did you respond to the pressure of this situation?
Work Ethic
-How would your last boss describe your work principle?
-What do you consider to be your most important work
ethic?

12. 11
People Skill Energy Level
-What do you do for your free time? Describe a typical day
in your daily routine.
-What five words would you say describe you best?
Managerial Aptitude Planning
-Describe how you develop a project team’s goals and
project plan.
-What have you done in order to be effective with your
organization and planning?
Team Orientation
Loyalty
-Give me some examples that clearly demonstrate your
values? Your loyalty? Your honesty? Your ethics and
integrity?
-Describe a situation where you were in the wrong and
others knew it. What did you do?
Technical Expertise
-What is your field of expertise and/or specialty?
-How do you keep track of all your acquired technical
knowledge and skills?

13. 12
ASSIGNMENT II
SECTION II
JOB DESCRIPTION
Position Title: Clinical Support Nurse
Department: Productions
Reports to: Team Lead/ Program Manager
Location: Taguig City, Manila, Philippines
Responsibilities:
1. The Nurse performs a medical assessment based on information received from treating
providers.
2. The Nurse may also reach out to providers to obtain additional information or clarification.
They may also review medical records and provide summaries to assist the claim examiner or
Client Nurse Case Manager in their management of the claim.
3. The expectations of this position include, but are not limited to, determining if there is
sufficient medical evidence of impairment in function based on the diagnosis, documented
symptoms; treatment provided and if the duration anticipated is reasonable.
4. Nurses will provide services in accordance with the policies, procedures, guidelines, and
technologies adopted and provided by the Client.
5. Provides optimum customer service.
6. Documents appropriate clinical information into the client system.
7. Maintains productivity, quality, and other service standards.
8. Participates in on-going training programs to ensure quality performance and compliance with
guidelines.
9. Other duties as assigned
Job Requirements:
Administration and Management — Knowledge of basic business and management principles involved
in strategic planning, resource allocation, human resources modeling, leadership technique, production
methods, and coordination of people and resources.
Chemistry — Knowledge of the chemical composition, structure, and properties of substances and of
the chemical processes and transformations that they undergo. This includes uses of chemicals and their
interactions, danger signs, production techniques, and disposal methods.
Customer and Personal Service — Knowledge of principles and processes for providing customer and
personal services. This includes customer needs assessment, meeting quality standards for services, etc.

14. 13
Education and Training — Knowledge of principles and methods for curriculum and training design,
teaching and instruction for individuals and groups, and the measurement of training effects.
English Language — Knowledge of the structure and content of the English language including the
meaning and spelling of words, rules of composition, and grammar.
Psychology — Knowledge of human behavior and performance; individual differences in ability,
personality, and interests; learning and motivation.
Law and Government — Knowledge of laws, legal codes, court procedures, precedents, government
regulations, executive orders, agency rules, and the democratic political process.
Mathematics — Knowledge of basic arithmetic, algebra, geometry, calculus, statistics, and their
applications.
Medicine and Dentistry — Knowledge of the information and techniques needed to diagnose and treat
human injuries, diseases, and deformities. This includes symptoms, treatment alternatives, drug
properties and interactions, and preventive health-care measures.
Therapy and Counseling — Knowledge of principles, methods, and procedures for diagnosis, treatment,
and rehabilitation of physical and mental dysfunctions, and for career counseling and guidance.
Education:
 Bachelors /College Degree/ Master’s Degree in Nursing and Professional License in the
Philippines and in the United States (Passed Board/Bar/Professional License Exam).
Experience:
 At least 1 – 2 years hospital / bedside experience
 1 – 3 year(s) in in Business Process Outsourcing/ Clinical Process Outsourcing in Health Care
(Health Plans, Workers' Compensation, Utilization Review, Auto-injury, Disability Intake and
Absence Management, etc.)

15. 14
SECTION III
FUNDAMENTAL ANALYSIS / MOTIVATIONAL ANALYSIS
Position Title: Clinical Support Nurse
Department: Productions
Reports to: Team Lead/ Program Manager
Basic Minimum Requirement Maximum Requirement
Educational Qualification
Bachelor’s Degree in Nursing
(in a reputable university)
Master’s Degree in Nursing
(in a reputable university)
Professional License
Active and Unrestricted License in
the Philippines
and the United States (any state)
Active and Unrestricted License in
the Philippines
and the United States (any state)
Experience
1 year combination of bedside
and CPO/BPO Industry
3 year(s) combination of bedside
and CPO/BPO Industry
Work Schedule
Fixed work schedules,
5 days a week
(9 hour schedule)
Shifting schedules,
5 days a week
(9 hour schedule
and as needed/ required)
Location National Capital Region Central Luzon
Value and Self-image Minimum Requirement Maximum Requirement
Nature of employment Permanent Occasional Job Rotation
Benefits Minimum Requirement Maximum Requirement
Salary Php 28,000.00 (gross) Php 35,000.00 (gross)
Growth Opportunity Promotion in 2 years Promotion in 1 year or less
Job Aspects
Good understanding of the U.S.
Nursing Guidelines
In depth knowledge of the U.S.
Nursing Guidelines
Dissonance Factors
Shifting work schedules
Must be able to sit at a desk throughout the
assigned shift
Work location may require going to other site
offices
Medical cases may be complicated and may take
time to read due to number of pages on record
Trait Parameters
Attitude Orientation (Adaptability, Perseverance)
People Skills (Communication, Energy Level)
Managerial Aptitude (Planning)
Team Orientation (Cooperation, Technical Expertise)

16. 15
SECTION IV & SECTION V
JOB ELEMENT ANALYSIS
S.No Job /Task
Knowledge/
Skills
Threshold Differentiator
1
Sound
Medical
Judgment and
Review
K
- Knowledge of basic
medical procedures and
assessments.
- Knowledge in
diagnoses, symptoms
and treatments of
diseases.
- Extensive and in-depth
understanding of medical
processes.
- Knowledge on CPT and ICD-9
S
- Critical Thinking
- Detail-oriented
- Decision Making
- Analytical
- Complex Problem Solving
2
Record
Acquisition
and
Verification
K
- Knowledge of
acquiring the necessary
medical record
pertaining to illness,
diagnosis, etc.
- Knowledge of basic
medical reviews and
charts.
- Well-versed with patient
charts, medical diagnosis and
other uncommon illnesses.
- Knowledge of medical software
utilized by different health care
providers.
- Knowledge of proper clinical
call
S
- Detail-oriented
- Active Listening
- Communication
- Multi-tasking
- Analytical
- Negotiation
- Persuasion
Job Elements
Sound Medical Judgment and Review
Record Acquisition and Verification
Work Quality and Consistency
Good Customer Relations

17. 16
3
Work Quality
and
Consistency
K
- Knowledge of Reports
and data publication/
generation.
- Knowledge of basic
Nursing State Guidelines
in the U.S.
- Knowledge of standard QA
metrics software and
applications.
- Well-versed with Nursing State
Guidelines in the U.S.
S
- Communication
- Active Listening
- Detail-oriented
- Monitoring
- Systems Evaluation
4
Good
Customer
Relations
K
- Knowledge of basic
customer needs,
meeting quality
standards for services,
and evaluation of
customer satisfaction.
- Experienced with Customer
Satisfaction strategies
-Knowledge of using client
specific software and basic usage
Voice over Internet Protocols
(VoIP)
S
- Communication
- Active Listening
- Social Perceptiveness
- Analytical
- Negotiation
- Persuasion

18. 17
SECTION VI
BEHAVIOR TRAITS
S. No Category Trait Definition
1 Attitude orientation
Adaptability
Proven ability to perform well
under changing conditions and
high stress; ability to relate to
varied personalities and absorb
new methods with practical
results.
Perseverance
Pursues established work schedule
and goals tirelessly and to a
successful end despite any
situational obstacles; willing to go
the distance every time.
2 People Skill
Communication
Can express needs and desires
effectively to co-workers and
superiors in a professional manner.
Energy Level
Displays a steady, fast pace in
executing assignment, and an
innate ability to increase activity to
the maximum when necessary;
possesses suitable vitality and
endurance for present and future
assignments
3 Managerial Aptitude Planning
Establishes short and long term
range objectives, course of action
for achievement, and syllabus of
specific tasks, proactive in setting
targets and task accomplishment.
4 Team orientation
Cooperation
Highly motivated toward selfless
service to co-workers, customers,
and organizational goals; looks at
tasks as a commitment to others
and organizational excellence.
Technical Expertise
Possesses a superlative degree of
accrued and formal knowledge of
the assigned facet(s) of the
business; able to draw from and
succinctly apply that knowledge in
a proficient manner.

19. 18
SECTION VII
QUESTIONS
Basic Questions
Educational
Qualification
Would Nursing be your first choice back in college?
When did you start to love the course?
What happened after you have graduated Nursing?
Professional License
When did you take up the local board exam?
What made you took up the US Licensure exam?
How did you prepare for the licensure exams?
Experience How many years of experience do you currently have in this role?
Location
How many hours did you prepare in going to our office?
Are you amenable in working with our current location?
Are you willing to travel/ relocate?
Are you willing to work in our current site? How about in our other site?
Value and Self-Image Questions
Work Schedule
How many hours a week are your usual work hours?
Are you willing to work on weekends?
Are you willing to work on holidays?
Are you amenable to work in a shifting schedule?
Benefits Questions
Salary
What is your current basic salary?
Do you have allowances, health insurance, and other benefits?
How much would be your expected gross salary?
Is the salary that you mentioned negotiable?
Growth Opportunity
What were your expectations about your previous job and to what extent were
they met?
How do you want to improve yourself in the next year?
What challenges are you looking for in a position?
What are you looking for in terms of career development?
Behavioral Traits Questions
Attitude Orientation
Adaptability
-Describe a major change that occurred in a job that you
held. How did you adapt to this change?
-Tell us about a situation in which you had to adjust to
changes over you had no control. How did handle it?
Perseverance
-Tell us about a time when you faced a difficult problem.
What methods did you use to sustain your ability to keep
going until you had fixed this problem?
-Tell us about a time when a project is put at risk. What
steps did you take to ensure the project was completed?
How did you respond to the pressure of this situation?

20. 19
People Skill
Communication
-Give an example of a time when you were able to
successfully communicate with another person, even
when that individual may not have personally liked you, or
vice-versa.
-Describe a time when you were able to effectively
communicate a difficult or unpleasant idea to a superior.
Energy Level
-What do you do for your free time? Describe a typical day
in your daily routine.
-What five words would you say describe you best?
Managerial Aptitude Planning
-Describe how you develop a project team’s goals and
project plan.
-What have you done in order to be effective with your
organization and planning?
Team Orientation
Cooperation
-Describe a situation in which you had to arrive at a
compromise. What was your role? What steps did you
take? What was the end result?
-Describe the types of teams you’ve been involved with.
What were your roles?
Technical Expertise
-What is your field of expertise and/or specialty?
-How do you keep track of all your acquired technical
knowledge and skills?

21. 20
ASSIGNMENT III
SECTION II
JOB DESCRIPTION
Position Title: Program Manager
Department: Productions
Reports to: Operations Manager
Location: Taguig City, Manila, Philippines
Responsibilities:
1. Serves as a liaison between US Account Client and the rest of the team by being able to
communicate updates from the Client and relaying performance stats made by the team.
2. Oversees management of day to day operations and overall success of the on-site program.
3. Monitors/manages daily staffing requirements to include daily work assignment supervision.
4. Leads an assigned team to meet performance requirements utilizing various management skills
including 1:1 coaching and mentoring.
5. Manages various report activities to ensure metrics are met.
6. Stays educated on all changing requirements for health processes.
7. Performs quality assessments through service observations and case reviews.
8. Assists with case preparation by attaching pertinent guidelines and summarizing information.
9. Monitors staff in ensuring that documentation is clear, concise, and meets established
specifications. Documentation must be grammatically correct with proper punctuation, capitalization
and grammar.
10. Provides help to staff in working and completing case prep, as assigned.
11. Provides guidance and coaching.
12. Participates in the orientation of newly hired staff.
13. Monitors and ensures optimum customer service.
14. Maintains and ensures productivity, quality and other service standards.
15. Participates in on-going training programs to ensure quality performance and compliance with
guidelines.
16. Understands company’s Quality Improvement Program and participates in on-going Quality
Assurance projects as needed.
17. Helps evaluate staff performance based on developed standards and metrics.
18. Additional tasks may include (but not limited to):
o Answering questions and reviewing cases from clinical and non-clinical staff , via phone ,
email or in person
o Handling escalated cases
o Conducting team meetings
o Other tasks as assigned

22. 21
Job Requirements:
Administration and Management — Knowledge of business and management principles involved in
strategic planning, resource allocation, human resources modeling, leadership technique, production
methods, and coordination of people and resources.
Customer and Personal Service — Knowledge of principles and processes for providing customer and
personal services. This includes customer needs assessment, meeting quality standards for services, etc.
Economics and Accounting — Knowledge of basic economic and accounting principles and practices.
Education and Training — Knowledge of principles and methods for curriculum and training design,
teaching and instruction for individuals and groups, and the measurement of training effects.
English Language — Knowledge of the structure and content of the English language including the
meaning and spelling of words, rules of composition, and grammar.
Personnel and Human Resources — Knowledge of principles and procedures for personnel recruitment,
selection, training, compensation and benefits, labor relations and negotiation, and personnel
information systems.
Public Safety and Security — Knowledge of relevant equipment, policies, procedures, and strategies to
promote effective local, state, or national security operations for the protection of people, data,
property, and institutions.
Law and Government — Knowledge of laws, legal codes, court procedures, precedents, government
regulations, executive orders, agency rules, and the democratic political process.
Medicine and Dentistry — Knowledge of the information and techniques needed to diagnose and treat
human injuries, diseases, and deformities. This includes symptoms, treatment alternatives, drug
properties and interactions, and preventive health-care measures.

23. 22
Education:
 Bachelors /College Degree/ Master’s Degree in Nursing and Professional License in the
Philippines and in the United States (Passed Board/Bar/Professional License Exam).
Experience:
 3 – 4 year(s) in Account Management and relevant experience in Business Process
Outsourcing/ Clinical Process Outsourcing in Health Care (Health Plans, Workers'
Compensation, Utilization Review, Auto-injury, Disability Intake and Absence Management,
etc.)
 1 – 2 year(s) hospital / bedside experience

24. 23
SECTION III
FUNDAMENTAL ANALYSIS / MOTIVATIONAL ANALYSIS
Position Title: Program Manager
Department: Productions
Reports to: Operations Manager
Basic Minimum Requirement Maximum Requirement
Educational Qualification
Bachelor’s Degree in Nursing
(in a reputable university)
Master’s Degree in Nursing
(in a reputable university)
Professional License
Active and Unrestricted License in
the Philippines
and the United States (any state)
Active and Unrestricted License in
the Philippines
and the United States (any state)
Experience
3 years managerial experience;
6 months hospital experience
4 years managerial experience;
2 years hospital experience
Work Schedule
Fixed work schedules,
5 days a week
(9 hour schedule)
Shifting schedules,
5 days a week
(9 hour schedule
and as needed/ required)
Location National Capital Region Central Luzon
Value and Self-image Minimum Requirement Maximum Requirement
Nature of employment Permanent Occasional Job Rotation
Benefits Minimum Requirement Maximum Requirement
Salary Php 60,000.00 (gross) Php 75,000.00 (gross)
Growth Opportunity Promotion in 4 years Promotion in 3 years or less
Job Aspects
Good understanding of the U.S.
Nursing Guidelines
In depth knowledge of the Health
Care Facet in the U.S.
Dissonance Factors
Shifting work schedules
Work location may require going to other site offices
Trait Parameters
Attitude Orientation (Adaptability) People Skills (Communication, Pressure bearing)
Managerial Aptitude (Delegation, Planning) Team Orientation (Cooperation)

25. 24
SECTION IV & SECTION V
JOB ELEMENT ANALYSIS
S.No Job /Task
Knowledge/
Skills
Threshold Differentiator
1
Administrative
Support
K
- Conventional
management through
effective group and
inter-group work
- Knowledge of
Escalation handling
- Advanced and contemporary
management and business
handling
- Application and awareness
of different philosophical
systems
S
- Judgment and Decision
Making
- Coordination
- Social Perceptiveness
- Communication
- Service Orientation
- Critical Thinking
- Analytical Skills
2
Staff
Monitoring
and
Management
K
- Knowledge of
Department
Organization
- Knowledge of Process
Implementation
- Knowledge of proper
Guidance and Outlining
of Tasks
- Knowledge of Employee
Monitoring Software
- Well-versed with Different
State Guidelines for Nurses
S
- Communication
- Time Management
- Monitoring
- Management of
Personnel Resources
- Operations Analysis
Job Elements
Administrative Support
Staff Monitoring and Management
Employee Performance Management
Quality Maintenance
Lifelong Learning

26. 25
3
Employee
Performance
Management
K
- Knowledge of Basic
Performance Metrics
- Knowledge of
Feedback and Coaching
Implementation
- In-depth knowledge of Group
behavior and Dynamics
- Knowledge of Societal trends
and Influences
S
- Communication
- Active Listening
- Monitoring
- Learning Strategies
- Social Perceptiveness
4
Quality
Maintenance
K
- Knowledge of Reports
and data publication/
generation
- Knowledge of Basic
Performance Metrics
- Knowledge of QA Calibration
execution
- Knowledge of QA Trends and
Appropriate Coaching
Summaries
- Extensive knowledge of QA
principles
S
- Active Listening
- Judgment and Decision
Making
- Reading
Comprehension
- Systems Analysis
- Systems Evaluation
- Quality Control Analysis
5
Lifelong
Learning
K
- Knowledge of Basic
Training Programs
relevant to job title/
field of expertise
- Knowledge of Basic
State Guidelines for
Nurses
- Well-versed with Essential
Training Programs and/or
Certifications relevant to job
title/ field of expertise
- Well-versed with Different
State Guidelines for Nurses
S
- Active Learning
- Instructing
- Learning Strategies

27. 26
SECTION VI
BEHAVIOR TRAITS
S. No Category Trait Definition
1 Attitude orientation Adaptability
Proven ability to perform well
under changing conditions and
high stress; ability to relate to
varied personalities and absorb
new methods with practical
results.
2 People Skill
Communication
Can express needs and desires
effectively to co-workers and
superiors in a professional manner.
Pressure Bearing
Creates a positive impression and
makes pressure felt in any given
situation with favorable results.
3 Managerial Aptitude
Delegation
Can assign responsibility and
authority in the interest of
improving expedience of action;
can effectively work through
people to accomplish desired ends.
Planning
Establishes short and long term
range objectives, course of action
for achievement, and syllabus of
specific tasks, proactive in setting
targets and task accomplishment.
4 Team orientation Cooperation
Highly motivated toward selfless
service to co-workers, customers,
and organizational goals; looks at
tasks as a commitment to others
and organizational excellence.

28. 27
SECTION VII
QUESTIONS
Basic Questions
Educational
Qualification
Would Nursing be your first choice back in college?
When did you start to love the course?
What happened after you have graduated Nursing?
Professional License
When did you take up the local board exam?
What made you took up the US Licensure exam?
How did you prepare for the licensure exams?
Experience How many years of experience do you currently have in this role?
Location
How many hours did you prepare in going to our office?
Are you amenable in working with our current location?
Are you willing to travel/ relocate?
Are you willing to work in our current site? How about in our other site?
Value and Self-Image Questions
Work Schedule
How many hours a week are your usual work hours?
Are you willing to work on weekends?
Are you willing to work on holidays?
Are you amenable to work in a shifting schedule?
Benefits Questions
Salary
What is your current basic salary?
Do you have allowances, health insurance, and other benefits?
How much would be your expected gross salary?
Is the salary that you mentioned negotiable?
Growth Opportunity
What were your expectations about your previous job and to what extent were
they met?
How do you want to improve yourself in the next year?
What challenges are you looking for in a position?
What are you looking for in terms of career development?
Behavioral Traits Questions
Attitude Orientation Adaptability
-Describe a major change that occurred in a job that you
held. How did you adapt to this change?
-Tell us about a situation in which you had to adjust to
changes over you had no control. How did handle it?
People Skill Communication
-Give an example of a time when you were able to
successfully communicate with another person, even when
that individual may not have personally liked you, or vice-
versa.
-Describe a time when you were able to effectively
communicate a difficult or unpleasant idea to a superior.

29. 28
People Skill Pressure Bearing
-What kind of feedback have you received about your
image?
-Do you make a conscious effort to convey a certain image?
Managerial Aptitude
Delegation
-How do you make the decision to delegate work?
-Do you consider yourself as a macro or micro manager?
How do you delegate?
Planning
-Describe how you develop a project team’s goals and
project plan.
-What have you done in order to be effective with your
organization and planning?
Team Orientation Cooperation
-Describe a situation in which you had to arrive at a
compromise. What was your role? What steps did you take?
What was the end result?
-Describe the types of teams you’ve been involved with.
What were your roles?