Lead, Health Advocacy Governance
Core
Lead a team of Health Customer Service Representatives and Officers to manage aftersales health inquiries, ensuring high-quality support and customer satisfaction.
Role type
Senior team lead / manager for health customer service
Builds
Aftersales health support services for insurance customers
Domain
Insurance / Healthcare operations
Deliverable
product features
Required skills
Team leadership, performance management, coaching, stakeholder management, change management, data analysis, process improvement, conflict resolution, training design
Preferred skills
Healthcare operations background, health insurance domain knowledge, experience with claims processing and inpatient case management
Technologies
None explicitly stated
Responsibilities
Set performance expectations and KPIs for the team; Monitor case handling quality and customer sentiment; Conduct coaching and performance reviews; Manage escalated cases and cross-functional dependencies; Design and deliver training programs; Lead organizational changes and team restructuring; Facilitate operational alignment with vendors and internal teams; Drive accountability for service improvements and compliance.
Seniority
Senior, hands-on IC with management responsibilities