Contact Center Lead & SME — Patient Support

Ventra Health, Inc.; Central Luzon; On-site; PHP 600,000 - 800,000; Full time

Benefits offered by this job

Performance-based incentives

Referral bonus

Job summary

Ventra Health, Inc. is seeking a Contact Center Team Lead to act as a senior member of the team, balancing leadership with hands-on duties. You will resolve complex inquiries, mentor peers, monitor performance, and ensure quality and productivity standards are met.

The role involves supporting frontline staff while maintaining patient service levels. The ideal candidate has 2–3 years in a healthcare contact center and a degree in business or healthcare.

Qualifications

• Fluent in English with strong written and verbal communication.
• 2–3 years in a healthcare contact center or similar high-volume environment.
• Associate degree required; bachelor’s preferred in business or healthcare.

Responsibilities

• Serve as SME on contact center systems, processes and workflows.
• Assist Supervisors with escalated calls, emails, and complex inquiries.
• Provide real-time guidance to specialists to ensure accuracy and empathy.
• Mentor peers; participate in quality calibration and coaching sessions.
• Monitor queues, service levels and dashboards; report trends to leadership.
• Assist with onboarding, training, and policy updates.
• Contribute to process improvements to boost efficiency and patient satisfaction.

Skills

English fluency

CRM systems

MS Office

Coaching

Analytical thinking

Education

Associate degree

Bachelor's degree preferred

Tools

CRM software

Contact center tech

Job description

Ventra Health, Inc. is seeking a Contact Center Team Lead to act as a senior member of the team, balancing leadership with hands-on duties. You will resolve complex inquiries, mentor peers, monitor performance, and ensure quality and productivity standards are met.

The role involves supporting frontline staff while maintaining patient service levels. The ideal candidate has 2–3 years in a healthcare contact center and a degree in business or healthcare.