Healthcare Team lead
Core
Lead a team of healthcare customer service agents managing inbound and outbound calls for patients, payers, and insurance stakeholders.
Role type
Healthcare Customer Service Team Lead
Builds
Patient support operations, claims/billing resolution workflows, and service quality metrics
Domain
Healthcare / Customer Service
Deliverable
client delivery
Required skills
Team leadership, inbound/outbound call management, HIPAA compliance, performance metrics analysis, CRM system proficiency, conflict resolution
Preferred skills
US healthcare domain exposure, managing teams of 10–25 agents, client-facing escalation handling
Responsibilities
Supervise and manage inbound/outbound healthcare customer service agents, oversee call operations for patient inquiries and billing, monitor quality metrics (CSAT, FCR, AHT), conduct call audits and coaching, prepare MIS reports for leadership, implement process improvements for call flows and scripts
Seniority
Mid-level, hands-on IC