Patient Support Team Lead — Scale High-Impact US Ops

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 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.