Contact Center Lead: Mentor & Escalations

Ventra Health, Inc.; Mabalacat; On-site; PHP 334,800 - 502,200; Full time

Job summary

Ventra Health, Inc. is seeking a Contact Center Team Lead to serve as a senior member of the team in Mabalacat, Pampanga. This role involves balancing leadership responsibilities with hands-on support in a healthcare environment. The Lead will assist Supervisors, mentor Specialists, and manage escalated inquiries while actively participating in service delivery. Candidates should have at least an Associate’s degree and 2–3 years in a healthcare contact center. Strong communication and problem-solving skills are essential.

Qualifications

• Minimum of 2–3 years of experience in a healthcare contact center.
• Prior experience serving as a senior agent, team lead or mentor preferred.
• Deep understanding of patient billing and insurance processes.

Responsibilities

• Act as SME on contact center systems and workflows.
• Support Supervisors by handling escalated calls and complex inquiries.
• Conduct peer mentoring and participate in quality calibration sessions.

Skills

Fluency in English

Problem-solving skills

Communication skills

Mentorship abilities

Analytical skills

Education

Associate’s degree

Bachelor’s degree in business or Healthcare (preferred)

Tools

Contact center technologies

CRMs

Microsoft Office applications

Job description

Ventra Health, Inc. is seeking a Contact Center Team Lead to serve as a senior member of the team in Mabalacat, Pampanga. This role involves balancing leadership responsibilities with hands-on support in a healthcare environment. The Lead will assist Supervisors, mentor Specialists, and manage escalated inquiries while actively participating in service delivery. Candidates should have at least an Associate’s degree and 2–3 years in a healthcare contact center. Strong communication and problem-solving skills are essential.