Sobre

About the position

• We’re seeking a full-time Team Lead for one of our BPO teams in the Medellin area. As the Lead of our BPO Team, you will have the chance to manage a team that helps improve the US healthcare experience for thousands of patients. Ideal candidates are passionate about helping patients to have a better healthcare experience and leading a diverse team.

Responsibilities

• Lead and guide the team
• Allocate team resources to practices / patients
• Set and monitor goals and performance measures
• Measure and evaluate the quality of service provided by the team
• Ensure patient satisfaction results are at the required levels
• Supports and administers process procedures and standards
• Work with the team to develop policies, procedures, and job aids to enable continuous improvement
• Coordinate team-based training, personnel forecasting, peer appraisal, scheduling, interviewing, identification of non-monetary awards and gathering of team performance statistics

Required skills and qualifications

• University degree
• Expertise in healthcare (US healthcare sector experience; does not need to be a nurse or doctor) and managing call center operations
• Strong communication, both written and verbal (candidates must be fluent in English and Spanish, C1 or above preferred)
• Proven track record of leading teams with >8 team members
• Expertise with CRM systems, ideally Salesforce
• Familiarity with complex or multi-line phone systems
• Ability to motivate and empower others
• Excellent conflict resolution and facilitation skills
• Strong time management and organizational skills
• Adaptability and flexibility
• Utilization management experience is a plus
• Comfortable working in fast-paced environments
• Excellent troubleshooting skills
• Computer literacy