Who we are:

Third Way Health (www.thirdway.health) helps medical practices and healthcare organizations across the United States to improve the patient experience while reducing the administrative burden on practice owners and management. We enable practices and healthcare organizations to enhance the experience of their patients by providing them with a leading technology platform and world class services. What unites us is our passion to support physicians and help patients from all backgrounds to have a better healthcare experience.

About the position:

We’re seeking a full-time Team Lead for one of our BPO teams in the Medellin area. As the Lead of our BPO Team, you will have the chance to manage a team that helps improve the US healthcare experience for thousands of patients. Ideal candidates are passionate about helping patients to have a better healthcare experience and leading a diverse team.   

Responsibilities:

• Lead and guide the team 
• Allocate team resources to practices / patients 
• Set and monitor goals and performance measures 
• Measure and evaluate the quality of service provided by the team 
• Ensure patient satisfaction results are at the required levels 
• Supports and administers process procedures and standards
• Work with the team to develop policies, procedures, and job aids to enable continuous improvement
• Coordinate team-based training, personnel forecasting, peer appraisal, scheduling, interviewing, identification of non-monetary awards and gathering of team performance statistics 

Required skills and qualifications: 

• University degree
• Expertise in healthcare (US healthcare sector experience; does not need to be a nurse or doctor) and managing call center operations
• Strong communication, both written and verbal (candidates must be fluent in English and Spanish, C1 or above preferred)
• Proven track record of leading teams with >8 team members
• Expertise with CRM systems, ideally Salesforce
• Familiarity with complex or multi-line phone systems
• Ability to motivate and empower others
• Excellent conflict resolution and facilitation skills
• Strong time management and organizational skills
• Adaptability and flexibility
• Utilization management experience is a plus
• Comfortable working in fast-paced environments
• Excellent troubleshooting skills
• Computer literacy