The Team Lead – Healthcare Account will be responsible for supervising a team of multi- lingual Customer Service Representatives (CSRs) within a healthcare- focused account. The role requires strong leadership capabilities, operational oversight, and a comprehensive understanding of healthcare processes, including claims management and related services. The successful candidate will ensure service excellence, compliance with client requirements, and continuous process improvement. Candidates with healthcare industry experience are preferred; however, individuals with strong leadership skills and proven adaptability will also be considered.
WHAT YOU WILL BE DOING:
Team Management & Leadership:
Monitor key performance indicators (KPIs), quality metrics, and operational reports; provide insights and recommendations for improvement.
Supervise and manage the daily performance of a team of multi- lingual CSRs handling healthcare- related inquiries and claims.
Ensure adherence to client policies, procedures, and service level agreements (SLAs).
Act as the first point of escalation for complex issues, providing subject matter expertise on healthcare processes and terminology.
Collaborate with internal departments, clients, and stakeholders to address process gaps and implement corrective actions.
Facilitate regular team meetings, performance reviews, and training sessions to drive employee engagement and knowledge development.
Promote a professional, collaborative, and results- driven team environment.
Develop, implement, and maintain Standard Operating Procedures (SOPs) to ensure consistency and compliance.
Prepare and present reports on team performance, productivity, and quality compliance to management.
WHAT WE ARE LOOKING FOR:
Qualifications:
Bachelor’s degree in healthcare, business administration, management, or a related field (preferred).
Prior experience in healthcare operations, customer service, or claims processing (highly desirable).
Exceptional communication, organizational, and problem- solving skills.
Strong understanding of healthcare terminologies and claims- related processes is an advantage.
Multilingual proficiency is an asset.
Minimum of 2–4 years of experience in a supervisory, team lead, or leadership capacity.
Demonstrated ability to create and implement SOPs, reports, and structured workflows.
Ability to adapt quickly to new processes, systems, and technologies.
Work Behaviors & Competencies
Ability to adapt quickly to changing priorities, client needs, and evolving processes.
Exceptional problem- solving, analytical, and decision- making abilities.
Strong leadership and coaching skills, with the ability to inspire and motivate teams.
Effective time management with the ability to balance multiple priorities.
Ethical, responsible, and committed to continuous learning.
Client- focused mindset with the ability to build strong relationships and manage escalations effectively.
High attention to detail, accuracy, and accountability.
WHAT WE OFFER:
We treat people fairly and with dignity, keeping a healthy perspective about life and work and fostering a positive and enjoyable work environment with appealing benefits as below:
13th month Tet bonus & bi- annual performance bonus
Attractive employee awards
A competitive monthly salary based on your ability
Social insurance and healthcare insurance upon Vietnam Labor Code
13 Annual leaves + 2 Sick leaves
Annual salary review
PTI insurance package, and annual health check
WORK LOCATION: The District Tower, 159C De Tham, Cau Ong Lanh Ward District 1, HCMC
WORKING HOURS: 10PM – 7AM (Mon – Fri).
