Team Lead

Responsibilities

• Lead and guide a diverse team of medical providers and patient support agents
• Allocate team resources to practices and patients effectively
• Set, monitor, and evaluate goals, performance measures, and service quality
• Ensure member and provider satisfaction results meet required levels
• Support and administer process procedures and standards
• Develop policies, procedures, and job aids to enable continuous improvement
• Coordinate team-based training, personnel forecasting, scheduling, and interviewing
• Gather and analyze team performance statistics

Requirements

• University or associate degree
• Proven experience in a BPO environment
• Expertise in the US healthcare sector (claims, insurance eligibility, or provider disputes)
• Strong customer service experience
• Fluency in both English and Spanish (C1 level or above preferred)
• Experience with data collection, analysis, and reporting
• Strong organizational, time management, and troubleshooting skills
• Proficiency with computers and multi-line phone systems

Preferred Qualifications

• Experience using Salesforce Health Cloud

About the Company

Third Way Health helps medical practices and healthcare organizations across the United States improve the patient experience while reducing administrative burdens. We provide a leading technology platform and world-class services to support physicians and help patients from all backgrounds have a better healthcare experience.