Healthcare Team Leader – Patient Services.

Q2 HR Solutions; Metro Manila; On-site; PHP 480,000 - 720,000; Full time

Job summary

Q2 HR Solutions in Metro Manila seeks a seasoned team lead to head patient care operations. You will coach patient care advisors, administrators, or clinical support agents, ensuring timely care and accurate coordination from referrals and appointment bookings through to reporting.

You will monitor KPIs/SLAs, support performance development, and collaborate with clinicians and planning teams to resolve service issues across time zones.

Qualifications

• Proven experience leading customer-focused teams, including coaching, training, workload allocation, and performance management.
• Experience setting team objectives, delivering against KPIs, and using performance data to improve service delivery.
• Strong English communication and stakeholder coordination skills, with the ability to handle sensitive conversations calmly and respectfully.
• Understanding of patient confidentiality, data protection, and accurate administration, with strong attention to detail.
• Proficiency in Microsoft Office and administrative systems, including Excel for reporting and analysis.
• Strong organization, prioritization, and problem-solving skills, with flexibility to work across time zones and adapt to changing service needs.
• At least 3-5 years experience as a team lead

Responsibilities

• Lead daily operations: Allocate workloads, manage coverage, and support frontline teams to deliver responsive patient and client service.
• Develop your team: Support recruitment, onboarding, coaching, appraisals, and development plans while strengthening engagement and addressing performance or employee concerns.
• Drive service performance: Monitor KPIs and SLAs, analyze results, report progress, and implement improvements to booking accuracy, turnaround times, and productivity.
• Coordinate patient services: Oversee referrals, clinically validated appointment bookings, case administration, and timely delivery of imaging reports and medical assessments according to clinical priorities.
• Support specialist services: Depending on assignment, coordinate diagnostics, lung cancer or diabetic eye screening, occupational health, absence reporting, and emergency or diving-related requests for remote physician support.
• Maintain quality and confidentiality: Check documentation, consent compliance, and patient records; follow data protection and applicable ISO information security standards; escalate clinic partner non-compliance.
• Resolve escalations: Handle sensitive enquiries and complaints with empathy, report incidents, and coordinate with clinicians, planning teams, and other stakeholders to resolve service issues.
• Oversee financial administration: Where applicable, ensure accurate invoicing, timely payment collection, recording and banking, and resolution of financial queries.

Skills

Team leadership

Coaching

Performance management

KPI & SLA management

Stakeholder coordination

English communication

Data protection & confidentiality

Excel reporting

Time zone flexibility

Organizational skills

Tools

Microsoft Office

Excel

Job description

Lead a team that helps patients access timely care and keeps healthcare services running smoothly. You'll coach patient care advisors, administrators, or clinical support agents, improve service performance, and oversee accurate coordination from referral and appointment booking through to reporting.

Employment type: Full time

Core Responsibilities

• Lead daily operations: Allocate workloads, manage coverage, and support frontline teams to deliver responsive patient and client service.
• Develop your team: Support recruitment, onboarding, coaching, appraisals, and development plans while strengthening engagement and addressing performance or employee concerns.
• Drive service performance: Monitor KPIs and SLAs, analyze results, report progress, and implement improvements to booking accuracy, turnaround times, and productivity.
• Coordinate patient services: Oversee referrals, clinically validated appointment bookings, case administration, and timely delivery of imaging reports and medical assessments according to clinical priorities.
• Support specialist services: Depending on assignment, coordinate diagnostics, lung cancer or diabetic eye screening, occupational health, absence reporting, and emergency or diving-related requests for remote physician support.
• Maintain quality and confidentiality: Check documentation, consent compliance, and patient records; follow data protection and applicable ISO information security standards; escalate clinic partner non-compliance.
• Resolve escalations: Handle sensitive enquiries and complaints with empathy, report incidents, and coordinate with clinicians, planning teams, and other stakeholders to resolve service issues.
• Oversee financial administration: Where applicable, ensure accurate invoicing, timely payment collection, recording and banking, and resolution of financial queries.

Qualifications & Requirements

• Proven experience leading customer-focused teams, including coaching, training, workload allocation, and performance management.
• Experience setting team objectives, delivering against KPIs, and using performance data to improve service delivery.
• Strong English communication and stakeholder coordination skills, with the ability to handle sensitive conversations calmly and respectfully.
• Understanding of patient confidentiality, data protection, and accurate administration, with strong attention to detail.
• Proficiency in Microsoft Office and administrative systems, including Excel for reporting and analysis.
• Strong organization, prioritization, and problem-solving skills, with flexibility to work across time zones and adapt to changing service needs.
• At least 3-5 years experience as a team lead

Preferred Qualifications

• Experience in healthcare BPO, patient engagement, or medical contact center operations. Healthcare BPO experience is an advantage
• Exposure to diagnostics, lung cancer screening, or diabetic eye screening services is an advantaged.
• Experience in occupational health administration, employee assistance services, or mental health support. Experience supporting others in mental health is preferred or an advantage for the TAC assignment.
• Advanced Excel capability, including pivot tables, lookups, and modelling.