Patient Support Team Lead

Remote Employee BPO has an outstanding opportunity for you!  Role: Patient Support Team Lead Compensation: Competitive Basic Salary Benefits: HMO plus 2 Free Dependents, P1,500 Rice Allowance, Night Differential (If applicable). Work Schedule: 5-day work week ( Rotating Shifts ) Work Setup: Work from Office  Responsibilities: Lead the day-to-day performance of an initial team of approximately 10 Patient Support Agents and help scale the operation as the company grows. Own daily queue health, attendance, schedule adherence, service levels, quality, productivity, documentation accuracy, and escalation management. Coach agents through regular one-on-ones, call/case reviews, feedback, and performance improvement plans when needed. Serve as the first operational escalation point for difficult patient interactions, process questions, and cross-functional issues. Maintain strict separation between non-clinical support and clinical decision-making; ensure medical questions are escalated to licensed clinical resources. Partner closely with U.S. Customer Experience leadership and collaborate with Clinical, Pharmacy, Operations, Product, and other teams. Support onboarding, training, nesting, knowledge-base adoption, and ongoing process updates for the Philippines team. Track recurring patient issues and operational trends and turn them into clear recommendations for process, training, or product improvements. Prepare regular reporting on team performance, customer experience, risks, escalations, and staffing needs. Help build a strong team culture centered on ownership, empathy, accuracy, accountability, and patient privacy. Ensure HIPAA, privacy, security, and internal operating procedures are followed consistently. Qualifications:  3+ years of customer service/contact center experience with at least 1-2 years leading a team; healthcare, telehealth, pharmacy, insurance, or another regulated environment is strongly preferred. Demonstrated experience leading approximately 8-20 agents in a fast-paced support environment. Excellent spoken and written English and confidence communicating directly with U.S.-based leadership. Strong coaching, performance management, escalation, and problem-solving skills. Comfort using operational metrics to manage performance and identify problems before they grow. Experience with CRM/ticketing and contact center platforms such as Zendesk, Salesforce, or similar tools. Strong judgment around sensitive information, patient privacy, and escalation boundaries. Ability to build structure in a growing operation rather than relying on a fully mature playbook. Reliable remote-work setup and ability to support the schedule required for U.S. operations. Preferred Qualifications: Experience leading patient support, member services, healthcare customer service, pharmacy support, or telehealth teams. Working knowledge of HIPAA/privacy expectations and quality assurance in a healthcare support environment. Experience launching a new team, new client program, or offshore/remote support operation. Experience with workforce planning, QA, reporting, training, or knowledge management. Bachelor's degree or relevant healthcare/operations leadership training is a plus.