Team Lead Customer Success & Human-in-the-Loop (HITL), Healthcare

Discover your 100% YOU with MicroSourcing!

Position: Healthcare BPO Team Lead (Patient Success & QA)

Location: Cebu, Philippines

Work setup & shift: Onsite | Night shift

Why join MicroSourcing

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
  
  

Your Role

As a Healthcare BPO Team Lead (Patient Success & QA), you will:

• Supervise daily shift operations, attendance, task allocation, and queue management to ensure team SLAs are met during U.S. business hours.
• Establish quality assurance standards and conduct regular audits on specialists interventions, AI review outputs, and patient communication.
• Coach and mentor HITL specialists through 1-on-1s, call evaluations, and structured feedback focused on empathy, accuracy, and process adherence.
• Synthesize AI error logs, tone/logic defects, and edge cases into actionable feedback for product and AI development teams.
• Partner with client practices to align on scheduling logic, insurance verification, HIPAA compliance, and complex operational escalations.
  
  

What You Need

Non-negotiables

• 2+ years of leadership/supervisory experience (Team Lead, QA Lead, or SME) in healthcare operations, contact centers, or customer success.
• Solid background in U.S. healthcare administrative workflows (patient intake, scheduling, insurance eligibility, HIPAA compliance).
• Exceptional written and verbal English skills with a natural, U.S.-facing communication style and strong coaching ability.
• Strong technical aptitude and proven capability to navigate EHR, CRM, and AI monitoring platforms simultaneously.
• Full availability to work U.S. business hours (Eastern Time zone).
  
  

Preferred Skills/expertise

• Hands-on experience with EHR/PM systems (e.g., ModMed, Jane App, eClinicalWorks) or payer portals (e.g., Availity).
• Experience leading teams supporting AI-assisted workflows, automated patient engagement, or machine learning feedback loops.
• Basic familiarity with CPT and ICD-10 coding structures.
• Background in developing QA rubrics, standard operating procedures (SOPs), and training manuals.
• Proven data literacy and root-cause analysis skills to drive operational quality improvements.
  
  

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply