Healthcare Team Lead | Contact Center

Healthcare Team Leader | Provider Services
Work Set-up: Onsite - eligible to WFH after training based on performance and business requirements
Location: Valero, Makati City
Schedule: Graveyard | Shifting Hours
Job Summary
The Healthcare Team Leader is responsible for leading, coaching, and managing a team of Healthcare Customer Service Advocates who support healthcare processes and billing representatives with eligibility, claims, payments, appeals, Explanation of Benefits (EOBs), and other provider-related inquiries.
The Team Leader is accountable for driving team performance against established productivity, quality, attendance, schedule adherence, service-level, customer/provider experience, compliance, training, certification, and other account-specific Key Performance Indicators (KPIs). This role ensures Advocates follow approved workflows, accurately document interactions, meet client expectations, and receive timely coaching and performance support.
This role partners closely with Operations, Quality, Training, Workforce Management, and other support teams to ensure service delivery excellence, operational readiness, compliance adherence, and sustained performance improvement across the team.
Key Responsibilities
Team Leadership & Operations
Lead Healthcare Customer Service Advocates supporting provider inquiries across phone, email, fax, web, and other assigned channels.
Manage daily coverage, workflows, queues, service levels, turnaround times, and escalations.
Monitor team performance, productivity, quality, attendance, adherence, documentation, and KPI results.
Provide guidance and floor support for complex or escalated provider interactions.
Partner with Operations, Workforce Management, Quality, Training, and client teams to address operational issues and performance gaps.
Own team results and ensure timely completion of action plans and escalations.
Quality & Coaching
Review QA results, identify error trends, and drive corrective actions.
Conduct regular coaching, one-on-ones, performance reviews, and development discussions.
Ensure accurate documentation and compliance with established processes and quality standards.
Lead root-cause analysis for recurring errors, compliance risks, and provider experience concerns.
Promote a Zero Error Mindset and escalate potential compliance or process issues.
Production Responsibilities
Perform regular production work alongside Team Lead responsibilities.
Maintain proficiency in applicable processes and meet established production requirements.
Maintain 100% quality on Team Lead production work.
Follow all client, regulatory, documentation, and operational requirements.
Model expected productivity, accuracy, and quality standards.
KPI & Performance Management
Ensure the team consistently meets productivity, quality, attendance, adherence, service level, turnaround, documentation, compliance, and provider experience KPIs.
Review dashboards, scorecards, QA results, and operational reports to identify risks and improvement opportunities.
Create and implement action plans for employees or teams below expectations.
Clearly communicate, document, and reinforce performance expectations.
Training & New-Hire Support
Support new-hire training, certification, nesting, production readiness, and graduation.
Monitor new-hire performance during nesting and the first 90 days of production.
Partner with Training and QA to address knowledge gaps through coaching, refresher training, workshops, and other development activities.
Ensure completion of required training, assessments, certifications, and compliance requirements.
Recommend additional coaching, training, or performance-management actions when needed.
Provider Experience & Escalations
Ensure professional, courteous, accurate, and solution-oriented provider interactions.
Coach Advocates on communication, active listening, probing, research, and handling complex interactions.
Manage escalated concerns through appropriate research, resolution, documentation, and handoff.
Identify opportunities to reduce repeat issues, unnecessary transfers, and unresolved inquiries.
Compliance & Security
Ensure compliance with HIPAA and all applicable privacy, security, confidentiality, client, and Imagenet standards.
Reinforce proper provider verification, access controls, documentation, and approved workflows.
Promptly report privacy, security, compliance, or process-integrity concerns.

Employment type
Probationary (PHI)

Work arrangement
No