Team Lead for Healthcare/Medical account

Job Purpose

As a team leader, you will be the contact point for all team members, so your communication skills should be excellent. You should also be able to act proactively to ensure smooth team operations and effective collaboration. A team leader is someone who provides guidance, instruction, direction, and leadership to accounts’s group of individuals (or the team) for the purpose of achieving a key result or group of aligned results.

Ultimately, you should lead by setting a good example and engage the team to achieve goals.

Specific Duties and Responsibilities

The following are the specific duties and responsibilities of the Team Leader:

• Create an inspiring team environment with an open communication culture.
• Set clear team goals.
• Delegate tasks and set deadlines.
• Oversee day-to-day operation.
• Monitor team performance and report on metrics.
• Motivate team members.
• Discover training needs and provide coaching.
• Listen to team members’ feedback and resolve any issues or conflicts.
• Encourage and recognize high performance and reward accomplishments.
• Encourage creativity and risk-taking.
• Take part in the training and development of new and existing staff.
• Prepare, process screen, and maintain departmental records and reports.
  
• Participate as an effective member of the Production Leadership Team.
  
• Prepare and update time sheets and perform other administrative tasks when necessary.
  
• Maintains customer confidence and protects operations by keeping information confidential.
  
• Provide counseling to fellow members that influences goal setting and be able to administer disciplinary actions according to company procedure.
  
• Should obtain expertise for the account

Requirements

• Preferably with experience handling healthcare/medical accounts in the BPO industry.
• At least 1-2 years of Team Lead, Supervisor, or equivalent leadership experience in a BPO setting.
• Strong understanding of healthcare operations, including medical billing, claims processing, eligibility verification, prior authorization, and provider services.
• Knowledge of HIPAA regulations and healthcare compliance requirements is highly preferred.
• Experience managing KPIs such as productivity, quality, attendance, customer satisfaction, and service level agreements (SLAs).
• Strong analytical and reporting skills with proficiency in Microsoft Excel and performance management tools.
  
• Must have the ability to multitask and manage time effectively.
• Excellent written and verbal communication skills.
• Outstanding problem-solving and organizational abilities.
  
• Proven ability to coach, develop, and motivate team members to achieve operational goals.
• Ability to handle client escalations and resolve complex issues in a timely and professional manner.
• Experience conducting performance reviews, coaching sessions, and team development initiatives.
• Demonstrated leadership in driving process improvements and operational excellence.
• Ability to perform effectively in a fast-paced, high-volume, and highly regulated healthcare environment.
• Strong interpersonal and stakeholder management skills with the ability to collaborate across departments.
• Willingness to work flexible schedules, including weekends and holidays, as required by business needs.