Job Description

About the Role

Take the lead in healthcare support operations.

We are looking for a Healthcare Support Team Lead to guide a growing clinical support team, ensure service quality, and oversee day-to-day healthcare coordination in a global shared services environment.

This role is ideal for candidates with leadership experience in healthcare support, especially those with exposure to healthcare accounts in a BPO, contact center, or shared services setting

Key Responsibilities

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  Lead, coach, and support Clinical Support Agents in daily operations.
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  Monitor team performance, workload, attendance, productivity, and service quality.
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  Oversee inbound calls, email queries, medical bookings, referrals, documentation, and case administration.
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  Coordinate with healthcare teams, clinicians, case managers, HR, finance, and other stakeholders.
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  Ensure patient, client, and internal requests are handled accurately, professionally, and on time.
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  Review documents and records for accuracy, completeness, formatting, and proper filing.
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  Ensure medical and personal information is handled with strict confidentiality and data protection standards.
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  Support escalations, issue resolution, process updates, and continuous improvement initiatives.

Qualifications

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  Experience as a Team Lead, Supervisor, SME, or Senior Agent in healthcare support, contact center, or shared services operations.
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  Exposure to healthcare accounts or healthcare support operations is required, preferably from a BPO or contact center background.
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  Experience in clinical support, healthcare administration, occupational health support, patient coordination, medical bookings, or case administration is an advantage.
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  Shared services or global support experience is highly preferred.
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  Strong English communication skills, both verbal and written.
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  Proficient in Microsoft Outlook, Word, and Excel
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  Strong attention to detail, organization, time management, and problem-solving skills.
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  Able to handle sensitive medical and personal information with professionalism and confidentiality.
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  Flexible, reliable, and able to work effectively in a fast-paced healthcare support environment.

Why Join Us

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  Be part of a growing healthcare shared services team
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  Take on a role that combines people leadership, healthcare operations, and service excellence
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  Gain exposure to clinical support processes, patient coordination, and global stakeholder management.
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  Build your leadership career in a stable and purpose-driven healthcare environment.