Empower Catalyst Connect BPO
Team Leader (US-Based Healthcare Account)
Remote
Job Overview
We are looking for a skilled Healthcare Team Lead to oversee a team supporting a US-based healthcare account. This role focuses on managing daily operations, driving team performance, and ensuring high-quality service delivery while maintaining compliance with healthcare standards.
The ideal candidate has proven leadership experience in healthcare operations and a strong background working with US-based clients in a BPO or remote setup.
Key Responsibilities
- Supervise and guide a team handling healthcare-related functions such as patient support, provider coordination, medical records, and prior authorization
- Track and manage team performance, ensuring KPIs and service targets are consistently achieved
- Provide coaching, feedback, and regular performance discussions with team members
- Manage escalations and ensure issues are resolved efficiently
- Ensure adherence to healthcare regulations, including HIPAA and client-specific protocols
- Work closely with internal teams and US-based stakeholders to meet operational goals
- Identify opportunities for process improvement and support quality initiatives
- Generate reports on team performance and operational metrics
- Assist in recruitment, onboarding, and training of new hires
Requirements
- 3–5+ years of experience in healthcare operations or healthcare BPO
- Minimum of 1–2 years in a supervisory or team lead role
- Experience working with US-based healthcare clients
- Strong understanding of healthcare workflows such as prior authorization, medical records, or patient/provider support
- Knowledge of HIPAA and data privacy standards
- Strong leadership, communication, and problem-solving skills
- Experience managing KPIs, SLAs, and team productivity
- Willingness to work US business hours (graveyard shift PH)
Preferred Qualifications
- Experience supporting telehealth or mental health accounts
- Exposure to quality assurance or process improvement initiatives
- Familiarity with CRM/EHR systems and tools like Zendesk or Slack
Pay: Php30,000.00 - Php35,000.00 per month
Work Location: Remote
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