Empathy-Driven Remote Patient Intake Team Lead (EST)

ISTA Personnel Solutions; Remote; ZAR 200 000 - 300 000; Full time

Job summary

A dynamic BPO company in South Africa is seeking a Patient Intake Team Lead to guide Intake Agents working with U.S. clients. The role involves leadership, quality assurance, and empathetic patient interactions. Applicants should have experience in similar positions, strong coaching skills, and comfort with handling escalated issues. This fully remote position demands reliable internet and power backup solutions, as well as availability during South African and U.S. public holidays.

Qualifications

• Comfort handling escalations and second-level patient interactions.
• Ability to coach agents on empathy and consultative conversations.
• Experience with KPIs such as AHT, conversion rate, and call quality.

Responsibilities

• Lead and support a team of Intake Agents handling patient calls and texts.
• Monitor call quality and provide compassionate coaching feedback.
• Help develop quality assurance metrics.

Skills

Empathy

Communication quality

Coaching

Education

Experience in a Team Lead, Senior Agent, or Supervisor role

Tools

MS Office

Outlook

Job description

A dynamic BPO company in South Africa is seeking a Patient Intake Team Lead to guide Intake Agents working with U.S. clients. The role involves leadership, quality assurance, and empathetic patient interactions. Applicants should have experience in similar positions, strong coaching skills, and comfort with handling escalated issues. This fully remote position demands reliable internet and power backup solutions, as well as availability during South African and U.S. public holidays.