Patient Support Team Lead

Remote Employee BPO has an outstanding opportunity for you!

Role: Patient Support Team Lead

Compensation: Competitive Basic Salary

Benefits: HMO plus 2 Free Dependents, P1,500 Rice Allowance, Night Differential (If applicable).

Work Schedule: 5-day work week (Rotating Shifts)

Work Setup: Work from Office

Responsibilities:

• Lead the day-to-day performance of an initial team of approximately 10 Patient Support Agents and help scale the operation as the company grows.
• Own daily queue health, attendance, schedule adherence, service levels, quality, productivity, documentation accuracy, and escalation management.
• Coach agents through regular one-on-ones, call/case reviews, feedback, and performance improvement plans when needed.
• Serve as the first operational escalation point for difficult patient interactions, process questions, and cross-functional issues.
• Maintain strict separation between non-clinical support and clinical decision-making; ensure medical questions are escalated to licensed clinical resources.
• Partner closely with U.S. Customer Experience leadership and collaborate with Clinical, Pharmacy, Operations, Product, and other teams.
• Support onboarding, training, nesting, knowledge-base adoption, and ongoing process updates for the Philippines team.
• Track recurring patient issues and operational trends and turn them into clear recommendations for process, training, or product improvements.
• Prepare regular reporting on team performance, customer experience, risks, escalations, and staffing needs.
• Help build a strong team culture centered on ownership, empathy, accuracy, accountability, and patient privacy.
• Ensure HIPAA, privacy, security, and internal operating procedures are followed consistently.

Qualifications:

• 3+ years of customer service/contact center experience with at least 1-2 years leading a team; healthcare, telehealth, pharmacy, insurance, or another regulated environment is strongly preferred.
• Demonstrated experience leading approximately 8-20 agents in a fast-paced support environment.
• Excellent spoken and written English and confidence communicating directly with U.S.-based leadership.
• Strong coaching, performance management, escalation, and problem-solving skills.
• Comfort using operational metrics to manage performance and identify problems before they grow.
• Experience with CRM/ticketing and contact center platforms such as Zendesk, Salesforce, or similar tools.
• Strong judgment around sensitive information, patient privacy, and escalation boundaries.
• Ability to build structure in a growing operation rather than relying on a fully mature playbook.
• Reliable remote-work setup and ability to support the schedule required for U.S. operations.

Preferred Qualifications:

• Experience leading patient support, member services, healthcare customer service, pharmacy support, or telehealth teams.
• Working knowledge of HIPAA/privacy expectations and quality assurance in a healthcare support environment.
• Experience launching a new team, new client program, or offshore/remote support operation.
• Experience with workforce planning, QA, reporting, training, or knowledge management.
• Bachelor's degree or relevant healthcare/operations leadership training is a plus.