Team Lead - Healthcare

Team Leader Healthcare Contact Center (Member Services)

Full Location: Bengaluru - IN

We are seeking a dynamic and results-driven Team Leader to oversee and guide a team of customer service representatives working in a voice-based contact center supporting the US healthcare industry. The ideal candidate will ensure operational excellence, compliance with healthcare regulations such as HIPAA, and exceptional customer service delivery. The Team Leader will be responsible for monitoring team performance, driving metrics, and fostering a positive and compliant work environment.

Key Responsibilities:

• Supervise, mentor, and lead a team of contact center agents handling healthcare-related inquiries, including insurance, claims, billing, and patient support.
• Monitor daily team performance and ensure adherence to Service Level Agreements (SLAs), such as Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT).
• Conduct regular team meetings, training sessions, and one-on-one coaching to enhance skills and ensure compliance with US healthcare regulations.
• Motivate and engage team members to achieve individual and team goals.

 Operational Excellence:

• Manage daily operations and ensure smooth workflow in the contact center environment.
• Handle escalations and resolve customer complaints efficiently while adhering to healthcare compliance standards, including HIPAA.
• Monitor call quality and provide constructive feedback to agents for continuous improvement.
• Prepare and analyze reports on team performance metrics and recommend improvement strategies.

Customer Experience:

• Drive a customer-first culture by ensuring that all interactions are handled empathetically, professionally, and in compliance with healthcare standards.
• Ensure accurate and timely resolution of customer inquiries related to healthcare services, insurance coverage, claims, and medication support.
• Collaborate with Quality Assurance and Training teams to improve customer service standards, with a focus on US healthcare practices.

Qualifications and Skills

Education

• Bachelor’s degree in any field
• Background in Pharma, Nursing, or USRN certification will have an added advantage.

Experience

• 3–5 years of experience in a contact center environment, with at least 1–2 years in a leadership role.
• Experience in the US healthcare industry (e.g., insurance, claims, pharmacy, or patient support) is highly desirable.

Skills

• Strong leadership and people management skills.
• In-depth understanding of US healthcare processes, including insurance claims, medical billing, and patient engagement.
• Knowledge of HIPAA compliance and other US healthcare regulations.
• Excellent communication and interpersonal skills.
• Proficiency in using contact center software, CRM tools, and reporting tools.
• Analytical mindset with the ability to interpret data and drive actionable insights.
• Problem-solving and conflict-resolution skills.

Competencies

• Customer-focused mindset with a strong understanding of patient care and healthcare services.
• Ability to work in a fast-paced, dynamic environment.

Work Schedule

• Full-Time
• Fixed night shift to match US business hours with rotational weekoffs