Deskripsi Pekerjaan
Join Konektao Global BPO Corporation as a Team Lead for Healthcare Account and drive exceptional service delivery for our prestigious US healthcare clients. This pivotal leadership role combines strategic team management with hands-on oversight of critical healthcare operations. You'll lead a dedicated team of healthcare support specialists, ensuring adherence to HIPAA compliance standards while maintaining superior service quality. The position offers a dynamic environment where you'll develop talent, optimize performance metrics, and resolve escalations with precision. With competitive compensation and growth opportunities, this role is ideal for experienced leaders passionate about elevating healthcare BPO services.
Your impact will be felt across quality assurance, process improvement, and client satisfaction initiatives. You'll collaborate closely with cross-functional teams to implement best practices and maintain regulatory compliance. The role provides exposure to US healthcare systems while working within a supportive, results-oriented culture that values innovation and professional development.
Tanggung Jawab
- Lead and mentor a team of healthcare support specialists to achieve performance targets
- Monitor and optimize KPIs including call quality, resolution rates, and customer satisfaction
- Ensure strict adherence to HIPAA compliance and healthcare industry regulations
- Manage escalations and resolve complex client issues with urgency and professionalism
- Coach team members through performance reviews and skill development programs
- Collaborate with quality assurance teams to implement service improvement initiatives
- Prepare and present performance reports to senior management
- Foster a positive team culture aligned with company values and client expectations
Kualifikasi
- Minimum 3 years of leadership experience in healthcare BPO or call center environment
- Proven track record of managing KPIs and team performance metrics
- Strong knowledge of HIPAA compliance and healthcare data privacy regulations
- Excellent communication skills with ability to train and develop team members
- Experience handling escalations and resolving complex client issues
- Familiarity with US healthcare systems and terminology
- Bachelor's degree in Healthcare Administration, Business, or related field preferred
- Proficiency in CRM and quality monitoring tools