Team Manager – Healthcare

This is a fully remote position, open to applicants in United States.

📋 Description

• Offer support, guidance, feedback, process enhancements, performance management, and client relations for an insurance sales campaign.

• Assist customers in qualifying for business leads.

• Drive team performance, manage outliers, coach agents, and monitor calls effectively.

• Recruit, train, mentor, and lead sales agents in customer support.

• Collaborate with management team members to identify trends and set objectives.

• Ensure that staff meet desired service levels and take corrective measures as necessary.

• Generate reports and analyze data to refine processes, allocate resources, and optimize efficiency and customer satisfaction.

• Commit to continuous improvement through constructive feedback.

• Coach agents on upselling performance, including sales positioning, making offers, overcoming objections, and providing rebuttals.

• Uphold company policies, including house rules, attendance policy, and PIP guidelines.

• Review, lead, and proactively recommend enhancements to policies and procedures.

⛳️ Requirements

• At least 2–4 years of leadership experience managing customer service, clinical support, or operations teams.

• Proven track record of driving performance, decreasing turnover, and conducting regular one-on-one coaching in a BPO/call center environment.

• Experience in healthcare campaigns is highly preferred.

• Capability to manage healthcare-account KPIs, including FCR, AHT, QA accuracy scores, SLA compliance, and CSAT/NPS.

• Background in auditing team workflows, identifying compliance or performance gaps, and implementing corrective action plans or process optimizations.

• Demonstrated ability to manage high-volume inbound and outbound environments effectively.

• Ability to work independently with minimal oversight.

• Familiarity with US healthcare regulations, including HIPAA, HITECH, and state privacy laws is preferred.

• Experience with healthcare systems such as medical billing, claims processing, prior authorization, or EHR platforms like Epic or Cerner is preferred.

• Experience managing escalations from patients, providers, or payers and enforcing data security protocols is preferred.

• Legal authorization to work in the US without sponsorship is required.

• 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 necessary for stability.

• Quiet, lockable private home office free from background noise and family/pet disruptions is required.

• Availability during standard business hours aligned with EST, CST, or PST, with flexibility for team meetings and client coverage.

🏝️ Benefits

• Attractive compensation program.

• Medical benefits.

• Dental benefits.

• Vision benefits.

• Opportunities for significant career growth.

• Fully remote work setup.

• Flexibility in team meetings and client coverage availability.