Team Lead - Healthcare

Team Lead - Healthcare

Central Visayas
5-7 years
Not Specified

Job Description

Job Description:
• Ensure client’s SLAs are met in terms of service delivery, timely reports and adhere to quality standards
• Ensure effective communication with client on project & issue faced by client is resolved with highest satisfaction
• Develop strategy for team to reach the goals
• Listen to team members feedback and Provide any training that team members require
• Should be able to manage AHT/ART on a Daily/Weekly/Monthly basis
• Communicate clear instructions to team members
• Planning adequate staff and technical support for all the process
• Oversees the hiring, supervision and training of personnel, which includes work allocation, training, and problem resolution
• Manage the flow of day-to-day operations
• Coordination between support and business functions
• Motivates employees to achieve peak productivity and performance
• Works with Supervisor to establish departmental goals and timelines and update supervisor weekly/monthly on whether the goals have been met. Informs Supervisor as soon as possible if there are barriers to meeting goals
• Ability to handle protected health information (PHI's) in a manner consistent with the Health Insurance Portability and Accountability (HIPAA)
• Taking performance review of team members at regular intervals
• Work US shift
Skills Required:
• Ability to work on Outcome based metrics
• Measures target achieved, skills required and behaviour at work
• Zero level Non-Conformity with client
• 2 years of team (10 or more team members) handling experience of which 1-2 years in a call centre/service industry (preferably in patient calling profile)
• Fluency in English Language. Clear accent, telephone etiquettes and excellent listening skills
• Customer Service orientated, assimilate with co-employees, potential for learning and enhancing own skill sets
• Ability to grasp, relate and quick response
• Interaction with team members at regular intervals, share knowledge and information
• Commitment, Logical thinking, deliberate the decisions, Play a role model, grievance handling and open for suggestion
• Identify Training needs for team members to acquire/enhance the required skill sets
• Overall 5+ years of RCM experience in managing Patient call services
• With 2+ years of experience in leading a team
• Graduate of any course

Job Details





Wipro Philippines one of the worlds leading IT and BPO organization with approximately 100,000 employees spread across India and the globe and revenue of approx $5.0 billion in IT, BPO and R&D services (Wipro Limited)

Wipro BPS has offices located in Manila and Cebu. It was awarded the 'Best New BPO Locator' for the year 2009 by BPAP and is an ISO 27001 certified company.

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