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Team Manager – Healthcare
Full Potential Solutions. Provide support, coaching, feedback, process improvement, performance management, and client management for an insurance sales campaign .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing customer service and operations teams, with a focus on performance management, process improvement, and compliance with healthcare regulations. Proven ability to coach and develop sales agents while driving team performance and achieving key performance indicators.
Highest-signal resume keywords
Leadership ExperiencePerformance ManagementHealthcare Campaign ExperienceKPI ManagementProcess Optimization
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
CoachingData AnalysisPerformance ImprovementCompliance AuditingUpselling TechniquesCall MonitoringClient ManagementWorkflow OptimizationHealthcare Systems ExperienceKPI Management
Soft Skills
Feedback DeliveryTeam LeadershipCommunicationProblem SolvingIndependence
Tools & Technologies
EHR PlatformsEpicCernerMedical Billing SystemsClaims Processing Systems
Industry Keywords
BPOCall CenterHealthcare RegulationsHIPAAHITECHCSATNPSSLA ComplianceFCRAHT
About the role
Key responsibilities & impact- Provide support, coaching, feedback, process improvement, performance management, and client management for an insurance sales campaign
- Support customers in qualifying for business leads
- Drive team performance, manage outliers, coach agents, and monitor calls
- Hire, train, coach, and lead sales agents supporting customers
- Assist management team members in identifying trends and establishing goals
- Ensure staff achieve desired service levels and take corrective action as needed
- Prepare reports and analyze data to improve processes, allocate resources, and maximize efficiency and customer satisfaction
- Continuously improve through feedback
- Coach agents on upsell performance, including positioning sales, making offers, overcoming objections, and providing rebuttals
- Reinforce company policies including house rules, attendance policy, and PIP guidelines
- Review, lead, and proactively suggest improvements to policies and processes
Requirements
What you’ll need- Minimum 2–4 years of leadership experience managing customer service, clinical support, or operations teams
- Track record of driving performance, reducing turnover, and conducting regular 1-on-1 coaching in a BPO/call center environment
- Healthcare campaign experience highly preferred
- Ability to manage healthcare-account KPIs including FCR, AHT, QA accuracy scores, SLA compliance, and CSAT/NPS
- Experience auditing team workflows, identifying compliance or performance gaps, and implementing corrective action plans or process optimizations
- Proven ability to manage high-volume inbound and outbound environments
- Ability to work independently with minimal supervision
- Familiarity with US healthcare regulations, including HIPAA, HITECH, and state privacy laws, preferred
- Experience with healthcare systems such as medical billing, claims processing, prior authorization, or EHR platforms such as Epic or Cerner, preferred
- Experience managing patient, provider, or payer escalations and enforcing data security protocols, preferred
- Legal authorization to work in the US without sponsorship
- Must reside and work within specific approved US states
- Minimum dedicated broadband speeds, typically at least 50 Mbps download and 25 Mbps upload
- Direct ethernet connection may be required for stability
- Quiet, lockable private home office free from background noise and family/pet disruptions
- Availability during standard business hours aligned with EST, CST, or PST, with flexibility for team meetings and client coverage
Benefits
Comp & perks- Lucrative compensation program
- Medical benefits
- Dental benefits
- Vision benefits
- Opportunity for high-potential career growth
- Fully remote work arrangement
- Flexible team meeting and client coverage availability