Healthcare Team Lead

Imagenet LLC

. Lead, coach, and manage Healthcare Customer Service Advocates supporting provider inquiries .

Posted 10/12/2026full-timeMakati • PhilippinesSenior💰 ₱45,000 - ₱50,000 per monthWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing Healthcare Customer Service Advocates, ensuring compliance with HIPAA and quality standards while driving performance improvement through coaching and data analysis. Proficient in managing workflows, escalations, and team performance in a healthcare contact center environment.

Highest-signal resume keywords

Team LeadershipHealthcare Claims KnowledgePerformance ImprovementCoaching and DevelopmentCompliance Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Healthcare OperationsPerformance Data AnalysisRoot Cause AnalysisQuality AssuranceMetric-Driven Management

Soft Skills

CoachingEmployee EngagementProblem SolvingCommunicationConflict Resolution

Tools & Technologies

Monday.comAWS ConnectWorkforce ToolsQA PlatformsPerformance Dashboards

Industry Keywords

HIPAA ComplianceProvider ServicesContact Center OperationsClaims SupportEOBs

Tech Stack

Tools & technologies

AWS

About the role

Key responsibilities & impact

Lead, coach, and manage Healthcare Customer Service Advocates supporting provider inquiries
Manage daily coverage, workflows, queues, service levels, turnaround times, and escalations
Monitor productivity, quality, attendance, adherence, documentation, and KPI results
Provide guidance and floor support for complex or escalated provider interactions
Partner with Operations, Workforce Management, Quality, Training, client teams, and other support teams
Review QA results, identify error trends, and drive corrective actions
Conduct huddles, one-on-ones, coaching sessions, performance reviews, and development discussions
Lead root-cause analysis for recurring errors, compliance risks, and provider experience concerns
Perform regular production work alongside Team Lead responsibilities and maintain 100% quality on Team Lead production work
Create and implement action plans for employees or teams below expectations
Support new-hire training, certification, nesting, production readiness, and graduation
Monitor new-hire performance during nesting and the first 90 days of production
Manage escalated provider concerns through research, resolution, documentation, and handoff
Ensure compliance with HIPAA, privacy, security, confidentiality, client, and Imagenet standards
Document coaching, attendance, quality, performance, corrective actions, and follow-ups
Recognize strong performance and support employee engagement, accountability, and retention

Requirements

What you’ll need

High school diploma or equivalent required
College degree or relevant post-secondary education is preferred
At least 4-5 years of experience in a healthcare contact center, provider services, claims support, or comparable healthcare operations environment
At least 1 to 2 years of team leadership and supervisory experience preferred
Working knowledge of healthcare claims, EOBs, appeals, eligibility, benefits, payment processes, provider-service workflows, and contact-center operations
Demonstrated ability to coach employees, interpret performance data, identify root causes, and drive measurable performance improvement
Ability to work in a metric-driven environment and manage team performance against productivity, quality, attendance, adherence, service-level, and compliance requirements
Experience with Monday.com, AWS Connect, workforce tools, QA platforms, and performance dashboards is highly preferred
Ability to work flexible schedules, including nights, weekends, and holidays, based on client coverage and leadership requirements

Benefits

Comp & perks

Comprehensive HMO Coverage - Medical & Dental
HMO coverage on Day 1 plus 1 dependent
Eligible for remote or hybrid work arrangement, subject to performance and business requirements
WFH eligibility after training based on performance and business requirements