Team Lead – Healthcare

4 days ago

Quezon City, National Capital Region, Philippines WNS Global Services, Inc. Full time

Qualifications:

  • Has minimum of 3-5 years of experience dealing with customers, providers and /or members via phone (Voice Healthcare Account)
  • Has minimum 2-3 years of experience as Team Lead
  • Prior experience in Healthcare Services is required.
  • Excellent verbal/written communication skills and presentation skills, including the ability to handle interactions with facility personnel, providers, members, and various internal departments in a professional manner.
  • Be a highly motivated individual that can work effectively, independently and meet deadlines in an atmosphere of multiple projects and shifting priorities
  • Possess effective analytical/problem solving skills
  • Ability to use PC-based word-processing, database, and spreadsheet
  • Possess extensive knowledge of medical terminology and anatomy
  • Subject matter expert on all contracts maintained by Assessment unit
  • Ability to speak English fluently is preferred

Job Description:

  • Direct Agents to ensure customer satisfaction, improve overall efficiency, and lower abandonment rate.
  • Meet, if not exceed all service levels through effective planning and forecasting
  • Coach, mentor and motivate employees in general; train subordinates to be efficient and effective leaders by being accountable for their progress
  • Synergize with other departments namely: Human Resources (HR), Training and Quality Assurance (TQA), Finance and Administration, and Information Technology (IT) to ensure success
  • Analyze operational practices and implement changes to enhance service operations and profitability for effectiveness and efficiency
  • Conduct regular staff meetings to discuss the account's status and progress keeping the management team abreast with the latest developments
  • Collaborate with Training and Quality department to establish excellence in product knowledge and maintain if not achieve exceptional customer service
  • Work with the HR department to recruit quality agents, retain employee talent, and maintain smooth interpersonal relationships
  • Create a culture of compliance, work ethics, and integrity within the program by being a role model to all employees
  • Perform other duties and responsibilities that may be assigned from time to time
  • Envision the program's future and implement plans, strategies and policies to guide and direct employees to achieve it
  • Supervise and coordinate the program's operations and make sure employees have the resources needed to do their jobs
  • Establishing organizational compliance and control standards to ensure company staff follow ethical business practices
  • Establish and maintain operational performance metrics based on identified service level agreements

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