Website:
tp.com
Job details:
Job Title: Supervisor / Team Leader – Healthcare Customer Service (Inbound & Outbound)
Department: Customer Service / Healthcare Operations
Reports To: Team Manager / Operations Manager
Location: [Onsite / Hybrid / Remote]
Experience Required: 4–8 years (minimum 2 years in a team-handling role)
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Job Summary
We 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.
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Key Responsibilities
Team 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 inquiries
o Benefits, eligibility, claims, and billing questions
· Manage outbound calls to:
o Patients for follow-ups, reminders, and resolutions
o 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.
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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
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Educational Qualifications
· Graduate in any discipline
· Healthcare customer service or call center certification is an advantage
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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
mamta.parmar@teleperformancedibs.com
9373791306
Click on Apply to know more.