Team Leader - Patient Engagement Centre

InHealth; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

InHealth is seeking a Team Leader in the Philippines to lead our Patient Referral Management Team, ensuring accurate referrals, smooth booking, and exemplary patient care. You will oversee Advisors, drive improvements, and maintain a patient‑focused service aligned with KPIs and company goals.

You will play a pivotal role in recruitment, inductions, performance reviews, and data‑driven reporting, while upholding data protection and confidentiality across the patient journey.

Qualifications

• Proven track record leading customer‑focused teams.
• Strong KPI understanding and reporting ability.
• Experience in recruitment, coaching and mentoring teams.
• Excellent communication and data protection awareness.

Responsibilities

• Oversee day‑to‑day activity for the team, ensuring policy compliance.
• Collaborate with planning to validate clinical appointments by priority.
• Drive process improvements to meet KPIs and customer satisfaction.
• Lead recruitment, onboarding, induction, and PDP reviews.
• Report KPI variances and take corrective actions when needed.
• Manage invoicing accuracy and timely payments, with records.
• Provide coaching and mentorship to develop team members.

Skills

Leadership

Customer focus

KPI management

Coaching

Mentoring

Recruitment

Data protection

Communication

Time management

Tools

Excel

MS Office

Job description

What you will do:

InHealth sees more than 5 million patients each year and our Patient Engagement Centre (PEC) is focused on providing direct access and support to all our patients. At the PEC we own each step of the patient journey. From the first referral to the final report, our fully qualified teams provide the care and support of our patients’ needs, every step of the way. Our Team Leaders are a vital part of the InHealth team, and they are responsible for ensuring our Patient Care Advisors and Administrators provide the best customer service from initial acceptance of the referral, telephone booking the appointment through to the final report and beyond.

As a Team Leader you will work alongside colleagues at our dynamic and fast‑paced sites to ensure our Advisors process accurate referrals, book appointments with ease, and ensure all patients always receive the highest level of care and support. As an integral part of our Patient Referral Management Team, your skills will help us to improve our processes and systems deliver to ensure that we consistently deliver world class patient care.

In your role as Team Leader, your skills and expertise will provide leadership so that we deliver a high-quality, patient‑focused service always. By adopting an approach of continuous improvement, you will deliver efficiencies in line with KPIs and objectives while never losing sight of patient and customer satisfaction. You will oversee the day‑to‑day duties of your team of Advisors to ensure patient and customer focus is central to the commercial success of the business.

What you are responsible for:

• Overseeing all day‑to‑day activity for the team, remaining knowledgeable and up to date on all InHealth’s processes and ensuring a strong appreciation for the ‘role of the people manager’ is maintained

• Working closely with the Operational Planning Team to ensure that clinically validated appointments are booked appropriately and according to clinical priority on the appointments system

• Liaising with Business and Leaders to ensure that operational and booking processes are optimised to meet customers’ requirements and KPIs

• Understanding the role of Patient Care Advisor in full, being prepared to step in and deputise if required

• Being actively involved in recruitment required within the team, monitoring attrition rates and workforce planning for future recruitment drives

• Delivering structured induction and training programmes for all new team members, including a review of the company’s policies and procedures

• Reporting on KPI’s and taking corrective action when variations in individual performance occur

• Ensuring the annual appraisal process is completed on time and incorporates a personal development plan for each team member that promotes growth and progression

• Maintaining up-to-date training, appraisal and PDP records for team members

• Increasing employee engagement by regularly requesting feedback from team members, maintaining a positive team environment and improving retention

• Developing immediate staff members by providing coaching and mentorship

• Compiling reports required by the Head of Patient Services as required

• Ensuring all patients are invoiced promptly and accurately and that payment is taken on the day, recorded and banked promptly

• Ensuring imaging data and reports are distributed to patients or referrers in line with clinical priority and contractual performance indicators

• Ensuring due regard is given to the customs, values and spiritual beliefs of patients, making sure their views are sought and considered

• Complying with ISO standards in respect of information security management

• Supporting escalated disciplinary and grievance concerns

• Reporting all incidents and complaints in line with company policy

What people see in you:

• Be a skilled and accomplished leader with a proven track record of guiding customer‑focused teams to achieve success

• Demonstrate a clear understanding of targets and objectives and be able to communicate this effectively with team members

• Thrive on and stay calm in challenging situations, working well under pressure

• Be skilled in a variety of administrative systems and processes

• Be able to demonstrate an appreciation of patient care and confidentiality

• Have a professional and cooperative attitude even when under pressure

• Be flexible in your working patterns to fulfil requirements and be willing to adjust these at short notice to accommodate unexpected changes

• Be experienced in dealing with people and know how to handle their queries effectively and sensitively

• Have good listening skills with an ability to present information logically

• Understand data protection and its importance in the workplace

• Have a proven level of accuracy and attention to detail

• A passionate and committed people manager who can motivate, encourage and communicate with colleagues at all levels to promote high results

• A person who naturally instils confidence in everyone they work with

• Someone with strong organisation and time management skills that can prioritise tasks and delegate appropriately

• A skilled and confident communicator both written and verbal

• Someone who can manage conflicting situations in a calm and efficient manner

• A team player who is supportive, reliable and trustworthy

• Someone who is approachable, dedicated and hardworking

• A people person – someone who enjoys working alongside and helping others

You will:

As part of InHealth, it is a privilege to work in a company that is so focused on making healthcare better, and we expect that anyone who works here will have a set of qualities that align with our corporate ethos, namely:

Essential Attributes (Personality & Approach)

• Driven, energetic, and positive attitude – demonstrates resilience and motivation in a fast‑paced environment

• Team driver – able to collaborate effectively, influence peers, and contribute to collective success

• Proactive communicator – clear, concise, and confident in presenting ideas and updates

• Adaptability – comfortable working across time zones and adjusting to evolving priorities

• Values alignment

Technical Skills (Functional Competence)

• Reporting & Analytics – The ability to generate, interpret, and present key metrics for decision‑making

• Data handling – proficient in Excel (pivot tables, lookups, modelling)

• Process orientation – ensures accuracy, compliance, and consistency in documentation and reporting

• Problem‑solving mindset – applies analytical thinking to improve forecasting, reporting cycle times, and operational efficiency.

You have experience of:

• Working at a similar level of management in a customer focused environment

• Setting departmental objectives and plans and working to strict KPIs

• Training and developing direct reports to achieve professional development

• General office finance procedures such as invoicing and taking payment

• Using a wide range of Microsoft packages and other IT systems

• Working independently and as part of a wider team

• Using effective communication skills with colleagues and managers

• Working with multi‑skilled colleagues as part of a multi-disciplinary team.