Healthcare Customer Service Representative Team Lead Role

2 hours ago

Taguig, National Capital Region, Philippines Private Advertiser Full time ₱3,000,000 - ₱6,000,000 per year

We are looking for a Spanish Bilingual Customer Service Team Leader with strong experience in healthcare accounts. The ideal candidate is fluent in both English and Spanish, skilled in leading a team, and knowledgeable in healthcare processes. Experience in medical billing is a strong advantage. This role is responsible for supporting Customer Service Representatives, managing performance, and ensuring exceptional customer service delivery.


Key Responsibilities
  • Lead, supervise, and coach a team of Customer Service Representatives handling healthcare-related inquiries.
  • Provide bilingual (English and Spanish) support for escalations, complex issues, and member concerns.
  • Monitor daily operations to ensure SLAs, quality standards, and compliance requirements are met.
  • Utilize healthcare knowledge to guide the team in handling claims, eligibility, benefits, and billing concerns.
  • Conduct regular coaching, performance evaluations, and training sessions.
  • Review and analyze team metrics to drive continuous improvement.
  • Collaborate with workforce and management teams for scheduling, staffing, and workload distribution.
  • Ensure adherence to HIPAA and other healthcare data privacy regulations.
  • Assist in onboarding and developing new hires within the healthcare account.

Qualifications
  • Fluent in English and Spanish (both written and verbal).
  • At least 2–3 years of experience in customer service within a healthcare account.
  • Minimum 1 year of leadership or supervisory experience in a BPO/contact center environment.
  • Medical billing experience is a strong advantage.
  • Strong analytical, coaching, and communication skills.
  • Knowledge of healthcare processes such as claims, benefits, eligibility, and prior authorizations.
  • Proficient in CRM tools and healthcare platforms is a plus.
  • Ability to lead in a fast-paced, metrics-driven environment.

Why Join Us?
  • Competitive salary package
  • Healthcare-focused career growth opportunities
  • Supportive leadership team
  • Inclusive and diverse work environment
  • Additional benefits (customize as needed)

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