Healthcare Team Lead

hace 1 semana

Santo Domingo, Nacional, República Dominicana Horatio A tiempo completo

Position Summary:

We are looking for a detail-oriented and proactive Healthcare Team Lead Supervisor to manage the daily activities of our healthcare team. The successful applicant will possess a strong grasp of healthcare procedures, exceptional leadership abilities, and a commitment to providing superior service to patients. Candidates should have at least 2 years of experience as a Supervisor, Team Lead, or similar role in the healthcare industry, preferably within a BPO setting, including experience in managing diverse interactions (phone, chats, emails, tickets).

Responsibilities:

  • Monitor team performance and implement improvement plans where needed.
  • Ensure compliance with HIPAA and other relevant healthcare regulations and data privacy standards.
  • Conduct regular coaching, feedback, and performance evaluations.
  • Manage scheduling, shift coverage, and adherence to SLAs.
  • Handle escalations and provide resolution support for complex customer issues.
  • Collaborate with QA, training, and operations teams to ensure process efficiency and consistency.
  • Participate in client calls, audits, and reporting as required.
  • Identify process improvement opportunities and recommend solutions to enhance service delivery.

Required Skills/Abilities:

  • Excellent (near-native) written English is a requirement for this job
  • Familiarity with U.S. healthcare systems (insurance, provider, or payer processes).
  • Strong understanding of data privacy protocols.
  • Excellent communication, coaching, and conflict resolution skills.
  • Ability to work in a fast-paced and deadline-driven environment.
  • Great eye for detecting team, employee risk before it becomes an issue
  • Track record of building positive relationships with employees and partners
  • Strong work ethic and a talent for bringing out the best in others
  • Passionate about sharing knowledge and helping others
  • Proficient in MS Office, Google Suite
  • Experience working with Zendesk, Salesforce, or Assembled is preferred.

Education and Experience:

  • Minimum 2 years of experience in a BPO environment, with at least 1 year in a supervisory or team lead role.
  • Experience handling diverse interactions such as phone calls, emails, chats, and tickets.
  • Senior college student or bachelor's degree in Business Administration, Marketing, or related fields.

On-site role based in Bogota.

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