Healthcare Patient Experience Team Lead — Data-Driven Coach

KMC Solutions; Taguig; On-site; PHP 558,000 - 893,000; Full time

Job summary

KMC Solutions is seeking an experienced Team Leader to oversee our Patient Engagement Centre within the Philippines. You will lead Healthcare Customer Service/Patient Engagement Advisors, ensuring high-quality, patient-focused service while meeting operational KPIs with empathy and confidentiality.

Role involves coaching, performance discussions, onboarding, and collaboration with cross-functional teams to optimize appointment booking and processes.

Qualifications

• Proven experience as a Team Leader/Supervisor in a customer-focused environment.

Responsibilities

• Lead and manage a team of Healthcare Customer Service/Patient Engagement Advisors.
• Oversee daily activities and ensure adherence to processes and quality standards.
• Monitor team KPIs and implement corrective actions.
• Coach, mentor and motivate team members for development.
• Conduct performance discussions and support development plans.
• Support training and onboarding of new team members.

Skills

Team leadership

People management

KPIs & performance

Communication

Data confidentiality

Excel

Data analytics

Healthcare/BPO experience

Tools

Excel

MS Office

CRM systems

Job description

KMC Solutions is seeking an experienced Team Leader to oversee our Patient Engagement Centre within the Philippines. You will lead Healthcare Customer Service/Patient Engagement Advisors, ensuring high-quality, patient-focused service while meeting operational KPIs with empathy and confidentiality.

Role involves coaching, performance discussions, onboarding, and collaboration with cross-functional teams to optimize appointment booking and processes.