Healthcare Team lead

Job Title: Supervisor / Team Leader - Healthcare Customer Service (Inbound & Outbound)Department: Customer Service / Healthcare OperationsReports To: Team Manager / Operations ManagerLocation: Onsite / Hybrid / Remote Experience Required: 4-8 years (minimum 2 years in a team-handling role) Job SummaryWe are seeking an experienced Supervisor / Team Leader to manage Healthcare Customer Service operations, including inbound and outbound call handling. The ideal candidate will lead a team of customer service executives, ensure high-quality patient and payer interactions, meet SLA and quality benchmarks, and drive continuous performance improvement while adhering to healthcare compliance standards. Key ResponsibilitiesTeam Leadership & People Management Supervise and manage a team of inbound and outbound healthcare customer service agents.

Assign daily workloads, manage rosters, and ensure optimal staffing coverage. Conduct regular coaching sessions, performance reviews, and training. Motivate team members to meet productivity, quality, and attendance targets.Inbound & Outbound Call Operations Oversee inbound calls related to:o Patient inquirieso Benefits, eligibility, claims, and billing questions Manage outbound calls to:o Patients for follow-ups, reminders, and resolutionso Insurance companies or healthcare stakeholders as required Handle escalated calls professionally and ensure first-call resolution where possible.

Ensure accurate documentation of all interactions in CRM systems.Quality, Compliance & Customer Experience Monitor call quality, CSAT, FCR, AHT, and adherence metrics. Ensure compliance with HIPAA, company policies, and client guidelines. Conduct call audits and provide actionable feedback to agents.

Maintain high standards of empathy, professionalism, and service excellence.Performance Management & Reporting Track daily, weekly, and monthly performance metrics. Prepare and share MIS reports with operations leadership. Identify performance gaps and implement corrective action plans.Process Improvement & Stakeholder Coordination Identify opportunities to improve call flows, scripts, and service processes.

Support transitions, new program launches, or process updates. Participate in internal reviews, audits, and client discussions as needed. Required Skills & Competencies Strong experience in Healthcare Customer Service Proven expertise in managing inbound and outbound calling teams Excellent communication, coaching, and leadership skills Strong problem-solving and conflict resolution abilities Good working knowledge of CRM/call center systems Proficiency in MS Excel and reporting tools Educational Qualifications Graduate in any discipline Healthcare customer service or call center certification is an advantage Preferred Experience US healthcare domain exposure Experience managing teams of 10-25 agents Client-facing or escalation-handling experience Interested candidates can directly apply on