Care Team Lead - #33791

Company Profile:

Our client, a telemedicine clinic for bigger guys, worldwide uses medical weight loss treatment to solve men's most pressing healthcare need, then remain their core healthcare provider for the rest of their life.

The company is focused on men's health, longevity, mental health, and primary care. Its mission is to solve male obesity worldwide, by accelerating the take-up of GLP-1s in middle-aged men. From this, they’ll become the world’s leading men’s health brand.

Their goal is to have served 1 million men by the end of 2026, and 10 million by the end of 2028.

This is an amazing opportunity to join a small but growing team with straightforward leaders who encourage constructive feedback and foster a culture of gratitude

Overall purpose and responsibilities of the role:

The Team Lead’s role involves overseeing/monitoring the team while occasionally handling customer calls directly if needed. The Team Lead will be at the heart of the operations, crucially influencing team performance and elevating the service delivery. This role oversees one of the 6 areas under the care team (Enrollment, Medical Assistance, Billing/Orders, Finance, Inbound, and Cancellations), guiding it towards achieving stellar operations and ensuring each member is continuously growing.

Duties & Responsibilities:

• Leadership: You’ll lead a team of care coordinators, ensuring they are motivated, well-supported in their daily tasks, and achieving their potential as operators.
• Operational Management: You’ll maintain smooth operations for your assigned area and continually seek improvements to enhance its efficiency.
• Communication: You’ll ensure clear and effective communication within the team and with patients to keep everyone well-informed.
• Training and Development: You’ll identify the best ways to keep your team performing at the highest level and execute them effectively — you’ll constantly obtain and action their feedback on how the team can improve to best serve the customers.
• Problem Solving: You’ll address issues promptly and manage escalations with skill and care.
• Coaching: You’ll be a mentor to your team members — constantly helping them achieve their professional goals.
• SLA Management: You’ll oversee that all team activities consistently meet or exceed the service standards.
• Client Experience: You’ll proactively enhance client satisfaction by delivering superior service and anticipating their needs.
• Proactive Innovation: You’ll actively propose and implement changes aimed at improving client experiences, collaborating across teams for success.

Requirements

Skills & Qualifications:

• Minimum of 3 years leadership or management role
• Preferably with experience working in the BPO or other fast-paced companies.
• Leadership: You have demonstrated the ability to lead and motivate a team, driving high performance and fostering a positive work environment in your previous roles.
• Operational Management: You have robust skills in managing daily operations, with a track record of effectively overseeing team activities while keeping stellar performance.
• Communication: You have strong communication and interpersonal skills, ensuring clear and productive interactions within the team and with clients.
• Coaching: You have proven expertise in coaching and mentoring team members. You genuinely want to see your team succeed and do everything in your power to ensure they’re reaching their professional goals.
• Problem Solving: You have excellent analytical and problem-solving skills in high-pressure situations and are adept at addressing challenges and enhancing operational efficiency.
• Client Orientation: You have solid experience in handling client interactions, with a focus on boosting client satisfaction and loyalty.
• SLA Management: You are well-versed in monitoring and meeting service level agreements, ensuring all performance metrics are achieved.
• Proactive: You don’t wait to be told what to do. Instead, you are proactive and take initiative in dynamic, high-pressure situations.
• Innovation: You have a track record of implementing innovative solutions in past roles. You always think about what can be done better and action your ideas.

Job type: Permanent

Emp type: Full time, Monday - Friday, 9pm - 6am PH Time

Location: Work from home/Remote

Industry: Healthcare

Expertise: Customer Service