Healthcare Team Lead / Supervisor – Bogotá

About the role

We are seeking a proactive Healthcare Team Lead/Supervisor to oversee daily operations of our healthcare support team in Bogotá. The role requires strong knowledge of U.S. healthcare processes, HIPAA compliance, and the ability to drive performance excellence.

Key responsibilities

• Lead, coach, and evaluate a team of associates handling phone, chat, email, and ticket interactions.
• Ensure compliance with HIPAA and other data‑privacy regulations.
• Manage scheduling, shift coverage, and adherence to service level agreements.
• Handle escalations and provide resolution for complex customer issues.
• Collaborate with QA, training, and operations to maintain process efficiency.
• Participate in client calls, audits, and reporting as needed.
• Identify and recommend process improvements.

Required profile

• Minimum 2 years of BPO experience, with at least 1 year in a supervisory or team‑lead capacity.
• Experience managing multi‑channel interactions (phone, chat, email, tickets).
• Near‑native written English proficiency.
• Familiarity with U.S. healthcare insurance, provider, or payer processes.
• Strong communication, coaching, and conflict‑resolution abilities.

Required skills

• MS Office
• Google Suite
• Zendesk
• Kustomer
• Salesforce