Healthcare Team lead Full Time

Job Title: Supervisor / Team Leader – Healthcare Customer Service (Inbound & Outbound)

Department: Customer Service / Healthcare Operations

Reports To: Team Manager / Operations Manager

Location: [Onsite / Hybrid / Remote]

Experience Required: 4–8 years (minimum 2 years in a team-handling role)

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Job Summary

We are seeking an experienced Supervisor / Team Leader to manage Healthcare Customer Service operations, including inbound and outbound call handling. The ideal candidate will lead a team of customer service executives, ensure high-quality patient and payer interactions, meet SLA and quality benchmarks, and drive continuous performance improvement while adhering to healthcare compliance standards.

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Key Responsibilities

Team Leadership & People Management

· Supervise and manage a team of inbound and outbound healthcare customer service agents.

· Assign daily workloads, manage rosters, and ensure optimal staffing coverage.

· Conduct regular coaching sessions, performance reviews, and training.

· Motivate team members to meet productivity, quality, and attendance targets.

Inbound & Outbound Call Operations

· Oversee inbound calls related to:

o Patient inquiries

o Benefits, eligibility, claims, and billing questions

· Manage outbound calls to:

o Patients for follow-ups, reminders, and resolutions

o Insurance companies or healthcare stakeholders as required

· Handle escalated calls professionally and ensure first-call resolution where possible.

· Ensure accurate documentation of all interactions in CRM systems.

Quality, Compliance & Customer Experience

· Monitor call quality, CSAT, FCR, AHT, and adherence metrics.

· Ensure compliance with HIPAA, company policies, and client guidelines.

· Conduct call audits and provide actionable feedback to agents.

· Maintain high standards of empathy, professionalism, and service excellence.

Performance Management & Reporting

· Track daily, weekly, and monthly performance metrics.

· Prepare and share MIS reports with operations leadership.

· Identify performance gaps and implement corrective action plans.

Process Improvement & Stakeholder Coordination

· Identify opportunities to improve call flows, scripts, and service processes.

· Support transitions, new program launches, or process updates.

· Participate in internal reviews, audits, and client discussions as needed.

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Required Skills & Competencies

· Strong experience in Healthcare Customer Service

· Proven expertise in managing inbound and outbound calling teams

· Excellent communication, coaching, and leadership skills

· Strong problem-solving and conflict resolution abilities

· Good working knowledge of CRM/call center systems

· Proficiency in MS Excel and reporting tools

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Educational Qualifications

· Graduate in any discipline

· Healthcare customer service or call center certification is an advantage

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Preferred Experience

· US healthcare domain exposure

· Experience managing teams of 10–25 agents

· Client-facing or escalation-handling experience

Interested candidates can directly apply on

mamta.parmar@teleperformancedibs.com

9373791306