Empower Catalyst Connect BPO
Healthcare Team Lead (US-Based Account)
Remote
We are seeking an experienced Healthcare Team Lead to manage and oversee a team supporting a US-based healthcare account. This role is responsible for driving team performance, ensuring service quality, and maintaining compliance with healthcare standards while delivering excellent support to patients, providers, and clients.
The ideal candidate has strong leadership experience within healthcare operations and a solid background supporting US-based clients in a remote or BPO environment.
Key Responsibilities
- Lead, supervise, and support a team handling healthcare-related processes (e.g., patient support, provider coordination, medical records, prior authorization)
- Monitor team performance, KPIs, and productivity to ensure service level targets are met
- Conduct coaching sessions, performance reviews, and regular 1:1s with team members
- Handle escalations and ensure timely resolution of complex cases
- Ensure compliance with healthcare regulations, data privacy (HIPAA), and client-specific guidelines
- Collaborate with internal stakeholders and US-based clients to align on goals and expectations
- Assist in process improvements, workflow optimization, and quality assurance initiatives
- Prepare reports on team performance, trends, and operational metrics
- Support hiring, onboarding, and training of new team members
Requirements
- 3–5+ years of experience in healthcare BPO or healthcare operations
- At least 1–2 years of experience in a Team Lead or supervisory role
- Proven experience supporting US-based healthcare clients
- Strong knowledge of healthcare processes such as prior authorization, medical records, patient support, or provider coordination
- Familiarity with HIPAA compliance and healthcare data privacy standards
- Excellent communication and leadership skills
- Experience managing KPIs, SLAs, and team performance metrics
- Ability to work US business hours (graveyard shift PH)
Preferred Qualifications
- Experience in mental health, telehealth, or multi-specialty healthcare accounts
- Background in quality assurance or process improvement
- Experience using CRM/EHR systems and communication tools (Zendesk, Slack, etc.)
Pay: Php40,000.00 - Php45,000.00 per month
Work Location: Remote
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