Healthcare Team Lead/Supervisor (BOG)

Position Summary:

We are looking for a detail-oriented and proactive Healthcare Supervisor to manage the daily activities of our healthcare teams. The successful applicant will possess a strong grasp of healthcare procedures, exceptional leadership abilities, and a commitment to providing superior service to patients.

Candidates should have at least 2 years of experience as a Supervisor or a similar role in the healthcare industry, within a BPO setting, including experience in managing diverse interactions (phone, chats, emails, tickets).

On-site role based in Bogota.

Responsibilities:

• Supervise and lead a team of associates, monitor their performance, and implement improvement plans where needed.
• Ensure compliance with HIPAA and other relevant healthcare regulations and data privacy standards.
• Conduct regular coaching, feedback, and performance evaluations.
• Manage scheduling, shift coverage, and adherence to SLAs.
• Handle escalations and provide resolution support for complex customer issues.
• Collaborate with QA, training, and operations teams to ensure process efficiency and consistency.
• Participate in client calls, audits, and reporting as required.
• Identify process improvement opportunities and recommend solutions to enhance service delivery.

 

Required Skills/Abilities:

• Excellent (near-native) written English is a requirement for this job
• Familiarity with U.S. healthcare systems (insurance, provider, or payer processes).
• Strong understanding of HIPAA and data privacy protocols.
• Excellent communication, coaching, and conflict resolution skills.
• Ability to work in a fast-paced and deadline-driven environment.
• Great eye for detecting employee risk before it becomes an issue
• Track record of building positive relationships with employees and partners
• Strong work ethic and a talent for bringing out the best in others
• Passionate about sharing knowledge and helping others
• Proficient in MS Office, Google Suite
• Experience navigating CRM systems (e.g., Zendesk, Kustomer, Salesforce)

 

Education and Experience:

• Minimum 2 years of experience in a BPO environment, with at least 1 year in a supervisory or team lead role.
• Experience handling diverse interactions such as phone calls, emails, chats, and tickets.
• Senior college student or bachelor's degree in Business Administration or related fields.