Junior Team Lead

About the position:

We’re looking for a full-time Team Lead for our Patient Concierge Team in the Medellin area. As the Lead of our Patient Concierge Team you will have the chance to manage a team that helps to improve the healthcare experience in the US for thousands of patients. Ideal candidates are passionate about helping patients to have a better healthcare experience and leading a diverse team.   

Responsibilities:

• Lead and guide the Patient concierge team 
• Allocate team resources to practices / patients 
• Set and monitor goals and performance measures 
• Measure and evaluate quality of service provided by team 
• Ensure patient satisfaction results are at the required levels 
• Supports and administers process procedures and standards
• Work with 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 degree
• Expertise in healthcare (US healthcare sector experience; does not need to be a nurse or doctor) and managing call center operations
• Strong communication, both written and verbal (candidates must be fluent in English and Spanish, C1 or above preferred)
• Proven track record of leading teams with >8 team members
• Expertise with CRM systems, ideally Salesforce
• Familiarity with complex or multi-line phone systems
• Ability to motivate and empower others
• Excellent conflict resolution and facilitation skills
• Strong time management and organizational skills
• Adaptability and flexibility
• Comfortable working in fast-paced environments
• Excellent troubleshooting skills
• Computer literacy