Job Summary
We are looking for an experienced and proactive Healthcare Team Lead to manage and guide a patient calling team. This role involves overseeing daily calling operations, ensuring high-quality patient interactions, improving team performance, and maintaining compliance with healthcare regulations. The ideal candidate should have strong leadership skills, healthcare process knowledge, and experience managing call center teams.
Key Responsibilities
Team Management & Leadership
- Supervise, mentor, and support a team of patient callers/agents
- Conduct regular team meetings, one-on-ones, and performance reviews
- Monitor attendance, productivity, and overall team discipline
- Motivate the team to meet and exceed targets
Operations Oversight
- Manage day-to-day calling operations (inbound/outbound patient calls)
- Ensure adherence to schedules, SLAs, and KPIs
- Handle escalations and provide resolution for complex patient issues
- Coordinate with internal departments (billing, clinical teams, scheduling)
Quality & Compliance
- Ensure all calls meet healthcare compliance standards (HIPAA or applicable regulations)
- Monitor call quality and provide feedback/coaching
- Implement process improvements to enhance patient experience
- Maintain accurate documentation and reporting
Performance Management
- Track and analyze team metrics (call volume, conversion, quality scores)
- Identify performance gaps and implement corrective action plans
- Train new hires and conduct refresher training sessions
- Develop SOPs and best practices for the team
Patient Experience
- Ensure professional, empathetic, and effective communication with patients
- Improve patient satisfaction and engagement through service excellence
- Address patient concerns promptly and appropriately
Required Qualifications
- Bachelor’s degree in Healthcare Administration, Life Sciences, or related field
- 3–6 years of experience in healthcare BPO/call center operations
- At least 1–2 years of experience in a team lead or supervisory role
- Strong understanding of healthcare processes (appointments, insurance, billing)
- Excellent communication and interpersonal skills
Preferred Skills
- Experience with EMR/EHR systems
- Knowledge of healthcare compliance standards
- Strong analytical and reporting skills
- Ability to handle high-pressure situations and escalations
- Proficiency in MS Excel and reporting tools
Key Competencies
- Leadership and team-building
- Problem-solving and decision-making
- Attention to detail
- Time management
- Customer/patient-centric mindset
KPIs / Success Metrics
- Team productivity and call handling efficiency
- Quality assurance scores
- Patient satisfaction ratings
- SLA adherence
- Employee engagement and retention
Job Types: Full-time, Permanent
Pay: ₹35,000.00 - ₹52,268.50 per month
Benefits:
- Cell phone reimbursement
- Health insurance
- Paid time off
- Provident Fund
Work Location: In person
