Patient Support Team Lead

Remote Employee PH; Paombong; On-site; PHP 720,000 - 1,000,000; Full time

Benefits offered by this job

HMO + 2 free dependents

Rice allowance

Night differential

Job summary

Remote Employee BPO is seeking a Patient Support Team Lead in the Philippines to manage a growing team of approximately 10 agents and ensure high service levels for patient inquiries. You will oversee daily operations, coaching, escalations, and collaboration with US leadership, while maintaining strict privacy and HIPAA compliance.

The role requires 3+ years in customer service with 1-2 years in leadership, strong English communication, and experience with CRM/ticketing tools.

Qualifications

• 3+ years of customer service experience with at least 1-2 years leading a team.
• Experience in healthcare, telehealth, pharmacy, insurance, or a regulated environment is preferred.
• Excellent spoken and written English and comfort communicating with U.S.-based leadership.

Responsibilities

• Lead the day-to-day performance of an initial team of approximately 10 Patient Support Agents.
• Own daily queue health, attendance, schedule adherence, service levels, quality, and productivity.
• Coach agents through regular one-on-ones and performance improvement plans.
• Serve as the first escalation point for difficult patient interactions and cross-functional issues.
• Maintain HIPAA, privacy, security, and SOP adherence.
• Collaborate with U.S. Customer Experience leadership and other teams.
• Support onboarding, training, and knowledge management for the Philippines team.
• Track recurring issues and provide recommendations for improvements.
• Prepare regular reporting on team performance and staffing needs.

Skills

Customer service leadership

Team coaching

English communication

Operational metrics

CRM / Zendesk

Education

Bachelor's degree

Tools

Zendesk

Salesforce

Job description

Remote Employee BPO has an outstanding opportunity for you!

Role: Patient Support Team Lead

Compensation: Competitive Basic Salary

Benefits: HMO plus 2 Free Dependents, P1,500 Rice Allowance, Night Differential (If applicable).

Work Schedule: 5-day work week (Rotating Shifts)

Work Setup: Work from Office

Responsibilities:

• Lead the day-to-day performance of an initial team of approximately 10 Patient Support Agents and help scale the operation as the company grows.
• Own daily queue health, attendance, schedule adherence, service levels, quality, productivity, documentation accuracy, and escalation management.
• Coach agents through regular one-on-ones, call/case reviews, feedback, and performance improvement plans when needed.
• Serve as the first operational escalation point for difficult patient interactions, process questions, and cross-functional issues.
• Maintain strict separation between non-clinical support and clinical decision-making; ensure medical questions are escalated to licensed clinical resources.
• Partner closely with U.S. Customer Experience leadership and collaborate with Clinical, Pharmacy, Operations, Product, and other teams.
• Support onboarding, training, nesting, knowledge-base adoption, and ongoing process updates for the Philippines team.
• Track recurring patient issues and operational trends and turn them into clear recommendations for process, training, or product improvements.
• Prepare regular reporting on team performance, customer experience, risks, escalations, and staffing needs.
• Help build a strong team culture centered on ownership, empathy, accuracy, accountability, and patient privacy.
• Ensure HIPAA, privacy, security, and internal operating procedures are followed consistently.

Qualifications:

• 3+ years of customer service/contact center experience with at least 1-2 years leading a team; healthcare, telehealth, pharmacy, insurance, or another regulated environment is strongly preferred.
• Demonstrated experience leading approximately 8-20 agents in a fast-paced support environment.
• Excellent spoken and written English and confidence communicating directly with U.S.-based leadership.
• Strong coaching, performance management, escalation, and problem-solving skills.
• Comfort using operational metrics to manage performance and identify problems before they grow.
• Experience with CRM/ticketing and contact center platforms such as Zendesk, Salesforce, or similar tools.
• Strong judgment around sensitive information, patient privacy, and escalation boundaries.
• Ability to build structure in a growing operation rather than relying on a fully mature playbook.
• Reliable remote-work setup and ability to support the schedule required for U.S. operations.

Preferred Qualifications:

• Experience leading patient support, member services, healthcare customer service, pharmacy support, or telehealth teams.
• Working knowledge of HIPAA/privacy expectations and quality assurance in a healthcare support environment.
• Experience launching a new team, new client program, or offshore/remote support operation.
• Experience with workforce planning, QA, reporting, training, or knowledge management.
• Bachelor's degree or relevant healthcare/operations leadership training is a plus.