Team Lead - (CSR/PSR)

We are seeking an experienced Team Lead Patient Service Representative (PSR) to oversee and manage a team of Patient Service Representatives on behalf of one of our clients. The ideal candidate will lead by example, ensuring the team aligns with our core values of patient and employee satisfaction. As the first point of contact for patients, the team plays a pivotal role in providing exceptional service, maintaining compliance, and delivering a seamless. healthcare experience.

Location: Remote (Pakistan)

Timing: US Central Timings

Responsibilities:

• Supervise and mentor the PSR team, monitor performance, and provide feedback and training.
• Oversee appointment scheduling, cancellations, and patient profile completion in the EMR system.
• Handle escalated patient inquiries and ensure prompt and professional resolutions.
• Ensure all patient interactions comply with HIPAA guidelines and confidentiality requirements.
• Collaborate with cross-functional teams to address patient-related concerns and operational improvements.
• Generate performance and operational reports for management review.

Qualifications:

• Experience: Minimum 2+ years in a leadership role within a US/UK-based healthcare call center or similar environment.
• Knowledge: Strong understanding of HIPAA compliance and EMR systems.
• Skills: Exceptional English communication (written and verbal), team leadership, and problem-solving skills.
• Technical Proficiency: Familiarity with patient scheduling tools and healthcare-specific software.

Preferred Skills:

• Proven ability to improve team performance and service quality.
• Empathy and professionalism in patient interactions.