Team Lead for Voice Support

2 weeks ago

Mandaluyong City, National Capital Region, Philippines ISTA Personnel Solutions Full time

ISTA Solutions, an outsourcing/offshoring company, is seeking an experienced Customer Service Representative to join our rapidly expanding team. As part of our team, you will work with highly skilled professionals who prioritize employee satisfaction and work-life balance. At ISTA Solutions, we focus on long-term success and lifelong learning. We are looking for a team player eager to contribute to our mission.

Team Lead Responsibilities
  1. Lead and mentor a team of billing specialists focused on authorizations and credentialing.
  2. Provide training, coaching, and support to ensure team members stay updated on best practices, policies, and procedures.
  3. Monitor team performance and provide feedback to maintain high standards of accuracy and productivity.
  4. Schedule and delegate daily tasks to ensure timely processing of authorizations, credentialing, and claims.
  5. Conduct regular team meetings to discuss challenges, workflow improvements, and best practices.
Appointment Scheduling and Management
  • Handle incoming calls to book appointments according to client preferences.
  • Make outbound calls to confirm scheduled appointments.
  • Manage customer inquiries and address concerns promptly.
  • Provide accurate and detailed information about our products and services.
Minimum Qualifications
  • 1-2 years of BPO experience in a Voice account.
  • At least 6 months of team lead or supervisory experience.
  • Healthcare account experience is an advantage.
  • Excellent verbal and written English skills.
  • Ability to multitask (taking calls and responding to emails).
  • Organized and detail-oriented.
  • Willing to work in Shaw, Mandaluyong (preferably residing nearby).
  • Amenable to night shifts.
What We Offer
  • Competitive salary and benefits.
  • Health insurance with free dependents.*
  • 10% night differential.
  • Attendance bonus.
  • Paid time off and convertible leave credits.
  • Performance appraisal and career growth opportunities.
  • Support for following your passions and learning new skills.
Our Commitment
  • Strong culture and values-driven leadership.
  • Opportunities for learning and growth at any career stage.
  • Focus on continuous learning and innovation.
  • Inclusive environment where everyone can thrive.
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