Apply Now Customer Service Team Leader (Healthcare)

Location: Arthaland, BGC, Taguig City

Work Setup: 100% Onsite

Schedule: 4:00 PM – 1:00 AM PH Time, with flexibility for business needs

About the Role

We are looking for an experienced Team Leader to lead our Patient Engagement Centre team and ensure the delivery of a high-quality, patient-focused customer experience.

You will oversee the day-to-day performance of Customer Service/Patient Engagement Advisors, ensuring that the team meets operational KPIs while maintaining accuracy, empathy, confidentiality, and excellent patient care.

What You'll Do

• Lead and manage a team of Healthcare Customer Service/Patient Engagement Advisors in a fast-paced environment.
• Oversee daily team activities and ensure adherence to operational processes and quality standards.
• Monitor team and individual KPIs, identify performance gaps, and implement corrective actions.
• Coach, mentor, and motivate team members to improve performance and support their professional development.
• Conduct regular performance discussions and contribute to employee development plans.
• Support the training and onboarding of new team members, including company policies and procedures.
• Ensure advisors handle patient/customer interactions accurately, professionally, and with empathy.
• Support escalated patient and customer concerns, complaints, and operational issues.
• Work closely with other teams to optimize appointment booking and operational processes.
• Prepare and present reports covering team performance, KPIs, and operational updates.
• Support recruitment activities, workforce planning, and team retention initiatives.
• Promote employee engagement and maintain a positive, collaborative team environment.
• Ensure compliance with data protection, patient confidentiality, information security, and company policies.
• Step in and support frontline customer/patient interactions when operationally required.

What We're Looking For

• Proven experience as a Team Leader/Supervisor in a customer-focused environment.
• Experience managing a voice/customer service team, preferably within BPO, healthcare, medical, or patient support.
• Strong experience working with KPIs, performance management, coaching, and team development.
• Excellent verbal and written communication skills.
• Strong problem-solving, organization, and time-management skills.
• Comfortable handling escalations and challenging customer/patient situations calmly and professionally.
• Strong attention to detail and understanding of confidentiality and data protection.
• Proficient in Microsoft Office, particularly Excel, and comfortable working with reports and operational data.
• Ability to interpret and present performance metrics and use data to identify improvement opportunities.
• Flexible and adaptable in a fast-paced operational environment.
• Strong people-management skills with the ability to motivate, influence, and develop a team.

Technical & Leadership Skills

The client specifically highlights reporting and analytics, Excel including pivot tables/lookups/modelling, data handling, process orientation, and problem-solving as functional competencies.

Experience in the following is an advantage:

• Managing customer-focused teams
• Working against strict operational KPIs
• Training and developing direct reports
• Microsoft Office and other IT systems
• Reporting and performance analytics
• Healthcare/customer service operations
• Invoicing/payment processes
• Working with cross-functional or multi-disciplinary teams

Why Join Us

Be part of a healthcare organization focused on improving the patient experience while leading a team that supports patients throughout their journey.