Healthcare Team Lead/Supervisor
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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 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
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