Patient Engagement Team Lead - KPI-Driven CX

KMC Solutions; Taguig; On-site; PHP 420,000 - 720,000; Full time

Job summary

KMC Solutions is seeking an experienced Team Leader to head our Patient Engagement Centre in Taguig. You will supervise Healthcare Customer Service Advisors, ensuring high-quality patient care, confidentiality, and adherence to processes in a fast-paced onsite environment.

You will monitor KPIs, coach staff, support onboarding, and collaborate with cross-functional teams to optimize appointment booking and resolve escalations.

Qualifications

• Proven experience leading a healthcare customer service team.
• Strong ability to manage KPIs and performance.
• Experience coaching and developing direct reports.

Responsibilities

• Lead and manage a team of Healthcare Customer Service/Patient Engagement Advisors.
• Oversee daily activities, ensure processes and quality standards are followed.
• Monitor KPIs, identify gaps, and implement improvements.
• Coach, mentor and support staff development and onboarding.
• Ensure data protection and patient confidentiality in all interactions.

Skills

Team leadership

Healthcare customer service

KPI management

Coaching & development

Data privacy & confidentiality

Excel reporting

Tools

Excel

Job description

KMC Solutions is seeking an experienced Team Leader to head our Patient Engagement Centre in Taguig. You will supervise Healthcare Customer Service Advisors, ensuring high-quality patient care, confidentiality, and adherence to processes in a fast-paced onsite environment.

You will monitor KPIs, coach staff, support onboarding, and collaborate with cross-functional teams to optimize appointment booking and resolve escalations.