Team Lead

About the position:

We’re looking for a full-time Team Lead for our Team in the Peru area. As the Lead of our Team, you will have the chance to manage a team that helps to improve the healthcare experience in the US for thousands of patients and providers by helping them with their inquiries (incl. claims payment status checks, provider dispute resolution, insurance eligibility verification, etc.). Ideal candidates are passionate about helping patients and providers to have a better healthcare experience and leading a diverse team. 

Responsibilities:

• Lead and guide a diverse team of medical providers and patient support agents
• Allocate team resources to practices/patients
• Set and monitor goals and performance measures
• Measure and evaluate the quality of services provided by team
• Ensure member and provider satisfaction results are at the required levels
• Supports and administers process procedures and standards
• Work with the team to develop policies, procedures, and job aids to enable continuous improvement
• Coordinate team-based training, personnel forecasting, peer appraisal, scheduling, interviewing, identification of non-monetary awards, and gathering of team performance statistics

Required skills and qualifications:

• University or associate degree (required)

• BPO Experience (required)
• Expertise in healthcare is required (US healthcare sector experience; does not need to be a nurse or doctor) and experience in customer services
  Strong communication, both written and verbal (candidates must be fluent in English and Spanish, C1 or above preferred)
• Experience with data collection, analysis, and reporting
• Great active listening skills
• A patient and empathetic attitude
• Strong time management and organizational skills
• Adaptability and flexibility
• Comfortable working in fast-paced environments
• Excellent troubleshooting skills
• Computer literacy (experience with Salesforce Health Cloud is a plus)
• Phone skills, including familiarity with complex or multi-line phone systems