Spanish Bilingual Appointment Setter & Team Leader - US Healthcare

Lewis Personnel Management; Makati; In loco; PHP 446.000 - 781.000; Tempo pieno

Descrizione del lavoro

Lewis Personnel Management seeks a dedicated Bilingual Team Leader to guide our patient appointment setting team supporting a US healthcare practice. You will lead, coach, and monitor bilingual agents to ensure high scheduling accuracy and call quality.

Responsibilities include coordinating inbound/outbound calls in English and Spanish, managing calendars, handling patient and billing inquiries, and performing QA. Night shift readiness and HIPAA compliance are essential.

Competenze

• Fluent in English and Spanish, written and spoken.
• 1–2 years of supervisory experience in a BPO, call center, or healthcare setting.
• Experience with patient scheduling or medical billing is a plus.
• Willing to work Night Shift / Graveyard (US EST) and start immediately.
• Proficient with scheduling tools, CRMs, and telephony platforms.

Mansioni

• Lead and mentor a bilingual team to hit scheduling accuracy and call quality goals.
• Assist with inbound/outbound calls in English and Spanish to book patients and optimize physician schedules.
• Handle escalations and conduct QA to maintain service standards.
• Manage practice calendars, insurance/billing inquiries, and HIPAA compliance.
• Track daily team metrics, attendance, and call queue performance.

Conoscenze

Bilingual fluency EN/ES

Leadership

Shift readiness

Healthcare scheduling

QA & escalations

Reporting & metrics

Strumenti

Medical scheduling tools

CRMs

Telephony platforms

Descrizione del lavoro

Job Description

We are looking for a dedicated Bilingual Team Leader to direct our patient appointment setting team, supporting a growing healthcare practice in the US!

What You’ll Do:

• Lead & Mentor: Guide, coach, and manage a team of bilingual agents to hit scheduling accuracy and call quality goals.

• Patient Interaction: Assist with inbound/outbound calls in English and Spanish, ensuring seamless booking for patients and optimal physician schedules.

• Escalations & QA: Handle escalated patient calls and perform routine quality checks to keep customer service standards high.

• Workflow Management: Manage practice calendars, insurance/billing inquiries, and ensure full compliance with healthcare privacy policies (HIPAA).

• Reporting: Track daily team metrics, attendance, and call queue performance.

What We Are Looking For:

• Bilingual Mastery: Conversational or near-native fluency in English and Spanish (both written and spoken).

• Leadership Experience: At least 1-2 years of supervisory experience in a BPO, call center, or healthcare setting.

• Healthcare Background: Prior experience in patient scheduling, medical billing, or healthcare support is a major advantage.

• Shift Readiness: Willing to work Night Shift / Graveyard (US EST) and able to start immediately.

• Tech-Savvy: Skilled in using medical scheduling tools, CRMs, and telephony platforms.