Healthcare Support Team Lead
Q2 Hr Solutions Inc. Quezon City Full-time
About the Role
Join a growing UK-based healthcare support account focused on patient coordination, clinical support, documentation, and service delivery. This role is ideal for a Team Lead, SME, Senior Agent, or Supervisor with healthcare BPO or shared services experience who is ready to lead a team in a fast-paced healthcare operations environment.
Key Responsibilities
Team Leadership- Lead, coach, and support a team of Clinical Support Agents.
- Monitor attendance, productivity, service quality, and performance.
- Provide feedback, guidance, and support to help the team meet operational targets.
- Handle escalations and ensure issues are resolved professionally and on time.
- Oversee daily healthcare support activities such as calls, emails, referrals, bookings, case administration, and documentation.
- Ensure patient and stakeholder requests are handled accurately and within agreed timelines.
- Coordinate with healthcare teams, clinicians, case managers, HR, finance, and other internal teams.
- Support workflow improvements and help maintain smooth day-to-day operations.
- Review records and documents for accuracy, completeness, and proper filing.
- Ensure sensitive medical and personal information is handled with confidentiality.
- Maintain organized records and support quality monitoring activities.
- Identify process gaps and recommend improvements.
- Experience as a Team Lead, Supervisor, SME, or Senior Agent in healthcare support, BPO, contact center, or shared services.
- Exposure to healthcare accounts or healthcare support operations.
- Strong English communication skills.
- Good people management, coaching, and coordination skills.
- Strong attention to detail, organization, and problem-solving skills.
- Proficient in Microsoft Outlook, Word, and Excel.
- Able to work onsite in Taguig.
- Experience in clinical support, healthcare administration, patient coordination, medical bookings, referrals, or case administration.
- Background supporting international or global healthcare operations.
- Experience in quality monitoring, reporting, or process improvement.
- Lead a healthcare support team with global exposure.
- Build your career in a specialized healthcare operations environment.
- Gain experience in patient coordination, clinical support, stakeholder management, and service delivery.
- Be part of a role that combines leadership, healthcare operations, and process improvement.
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