Healthcare Contact Center Lead: Mentorship & Ops

Ventra Health, Inc.; Mabalacat; On-site; PHP 3,781,000 - 5,671,000; Full time

Benefits offered by this job

Incentive plan

Job summary

Ventra Health, Inc. in the United States is seeking a Contact Center Team Lead to serve as a senior member of the Contact Center, guiding Specialists, handling escalations, and supporting supervisors.

The role emphasizes frontline patient interactions, quality, and adherence to processes. The Lead will dedicate about half of their time to answering calls and assisting patients while providing operational direction, training, and collaboration across QA, Training, and WFM to improve service

Qualifications

• Associate degree (2 years) required; bachelor’s degree in business, healthcare, or related field preferred.
• Minimum of 2–3 years of experience in a healthcare contact center or similar high‑volume customer service environment.
• Prior experience serving as a senior agent, team lead or mentor preferred.

Responsibilities

• Serve as a subject matter expert (SME) on contact center systems, processes, and workflows.
• Support Supervisors by handling escalated calls, emails, and complex inquiries requiring advanced problem-solving or cross-department collaboration.
• Provide real-time guidance and support to Contact Center Specialists to ensure accuracy, empathy, and adherence to quality and compliance standards.
• Conduct peer mentoring, side‑by‑side coaching, and participate in quality calibration sessions to ensure consistency in performance expectations.
• Assist Supervisors with onboarding, refresher training, and the communication of new policies, procedures, and system updates.
• Monitor call queues, service levels, and productivity dashboards; proactively identify performance trends or workflow issues and communicate findings to leadership.
• Perform call audits and quality checks, providing feedback and actionable recommendations for improvement.
• Compile and prepare reports or data summaries related to call volumes, service levels, and quality performance as requested.
• Participate in process improvement efforts, contribute feedback and help develop new procedures to improve efficiency and patient satisfaction.
• Collaborate with departments such as Quality Assurance, Training, and Workforce Management to address barriers impacting performance or patient experience.
• Act as a positive role model and resource for peers, fostering teamwork, professionalism, and accountability.
• Uphold confidentiality and compliance standards in accordance with company policy and applicable regulations.
• Perform special projects and other duties as assigned.

Skills

Leadership

Coaching

Customer service

CRM systems

Microsoft Office

Communication

Analytical thinking

Multitasking

Team collaboration

Training

Education

Associate degree

Bachelor degree preferred

Tools

CRM systems

Microsoft Office

Job description

Ventra Health, Inc. in the United States is seeking a Contact Center Team Lead to serve as a senior member of the Contact Center, guiding Specialists, handling escalations, and supporting supervisors.

The role emphasizes frontline patient interactions, quality, and adherence to processes. The Lead will dedicate about half of their time to answering calls and assisting patients while providing operational direction, training, and collaboration across QA, Training, and WFM to improve service