Position Summary: We are looking for a detail-oriented and proactive Healthcare Team Lead 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, Team Lead, or a similar role in the healthcare industry, preferably within a BPO setting, including experience in managing diverse interactions (phone, chats, emails, tickets). Responsibilities: - Supervise and lead a team of healthcare associates handling tasks such as claims processing, prescription management, appointment scheduling, eligibility verification, or patient support. - Monitor team 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 team, 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 working with Zendesk, Salesforce, or Assembled is preferred. 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, Marketing, or related fields. On-site role based in Bogota. Powered by JazzHR