About the Role
Take the lead in healthcare support operations.
We are looking for a Healthcare Support Team Lead to guide a growing clinical support team, ensure service quality, and oversee day-to-day healthcare coordination in a global shared services environment.
This role is ideal for candidates with leadership experience in healthcare support, especially those with exposure to healthcare accounts in a BPO, contact center, or shared services setting.
Key Responsibilities
- Lead, coach, and support Clinical Support Agents in daily operations.
- Monitor team performance, workload, attendance, productivity, and service quality.
- Oversee inbound calls, email queries, medical bookings, referrals, documentation, and case administration.
- Coordinate with healthcare teams, clinicians, case managers, HR, finance, and other stakeholders.
- Ensure patient, client, and internal requests are handled accurately, professionally, and on time.
- Review documents and records for accuracy, completeness, formatting, and proper filing.
- Ensure medical and personal information is handled with strict confidentiality and data protection standards.
- Support escalations, issue resolution, process updates, and continuous improvement initiatives.
Qualifications
- Experience as a Team Lead, Supervisor, SME, or Senior Agent in healthcare support, contact center, or shared services operations.
- Exposure to healthcare accounts or healthcare support operations is required, preferably from a BPO or contact center background.
- Experience in clinical support, healthcare administration, occupational health support, patient coordination, medical bookings, or case administration is an advantage.
- Shared services or global support experience is highly preferred.
- Strong English communication skills, both verbal and written.
- Proficient in Microsoft Outlook, Word, and Excel.
- Strong attention to detail, organization, time management, and problem-solving skills.
- Able to handle sensitive medical and personal information with professionalism and confidentiality.
- Flexible, reliable, and able to work effectively in a fast-paced healthcare support environment.
Why Join Us
- Be part of a growing healthcare shared services team.
- Take on a role that combines people leadership, healthcare operations, and service excellence.
- Gain exposure to clinical support processes, patient coordination, and global stakeholder management.
- Build your leadership career in a stable and purpose-driven healthcare environment.
