Bilingual Team Lead - Night Shift (Spanish/English)

Lewis Personnel Management; Makati; On-site; PHP 446,000 - 781,000; Full time

Job summary

Lewis Personnel Management seeks a dedicated Bilingual Team Leader to guide our patient appointment setting team supporting a US healthcare practice. You will lead, coach, and monitor bilingual agents to ensure high scheduling accuracy and call quality.

Responsibilities include coordinating inbound/outbound calls in English and Spanish, managing calendars, handling patient and billing inquiries, and performing QA. Night shift readiness and HIPAA compliance are essential.

Qualifications

• Fluent in English and Spanish, written and spoken.
• 1–2 years of supervisory experience in a BPO, call center, or healthcare setting.
• Experience with patient scheduling or medical billing is a plus.
• Willing to work Night Shift / Graveyard (US EST) and start immediately.
• Proficient with scheduling tools, CRMs, and telephony platforms.

Responsibilities

• Lead and mentor a bilingual team to hit scheduling accuracy and call quality goals.
• Assist with inbound/outbound calls in English and Spanish to book patients and optimize physician schedules.
• Handle escalations and conduct QA to maintain service standards.
• Manage practice calendars, insurance/billing inquiries, and HIPAA compliance.
• Track daily team metrics, attendance, and call queue performance.

Skills

Bilingual fluency EN/ES

Leadership

Shift readiness

Healthcare scheduling

QA & escalations

Reporting & metrics

Tools

Medical scheduling tools

CRMs

Telephony platforms

Job description

Lewis Personnel Management seeks a dedicated Bilingual Team Leader to guide our patient appointment setting team supporting a US healthcare practice. You will lead, coach, and monitor bilingual agents to ensure high scheduling accuracy and call quality.

Responsibilities include coordinating inbound/outbound calls in English and Spanish, managing calendars, handling patient and billing inquiries, and performing QA. Night shift readiness and HIPAA compliance are essential.