Team Leader

Job Description

Lead Healthcare Forward with Data-Driven Diagnostics Excellence

InHealth, our client, is the UK’s largest and most trusted specialist in diagnostic healthcare—serving over 4 million patients annually with a 98% satisfaction rate. With more than 30 years of expertise, they’ve set new standards in patient access, speed, and care delivery. Recognized for their excellence and innovation, they are the go-to partner for the NHS. A role with InHealth means global career exposure, impactful work, and growth—right here, with zero need to relocate.

Job Description

Become our client’s Team Leader and help drive world-class patient care from the frontline. You’ll lead a fast-moving team of Advisors, ensuring accurate referrals and smooth appointment bookings. Working within the Patient Referral Management Team, you’ll play a vital role in improving systems, streamlining processes, and supporting exceptional healthcare delivery.

Job Overview

Employment type : Full-time

Shift : Mid Shift (3 : 00 PM–3 : 00 AM, Monday to Friday, Weekends Off)

Work setup : Onsite, BGC, Taguig

Your Daily Tasks

• Oversee daily team operations, ensuring alignment with processes and a strong focus on people management
• Collaborate with the Operational Planning Team to schedule clinically validated appointments based on clinical priority and system guidelines
• Work closely with business leaders to improve booking workflows and meet customer requirements and KPIs
• Understand and support the Patient Care Advisor role, stepping in when needed
• Lead recruitment efforts, monitor attrition rates, and support workforce planning for future hiring needs
• Deliver structured onboarding and training programs, ensuring all new hires understand policies and procedures
• Monitor KPIs and implement corrective actions to maintain performance
• Oversee annual appraisals, integrating personal development plans to support growth
• Maintain accurate records of training, appraisals, and development plans
• Enhance employee engagement by gathering feedback, promoting a positive culture, and improving retention
• Provide coaching and mentorship to support skill and career development
• Compile and submit reports to the Head of Patient Services
• Ensure accurate invoicing and same-day payment recording and banking
• Manage imaging data and report distribution in compliance with clinical priorities and contracts
• Respect patient customs and values, ensuring personalized service delivery
• Ensure compliance with ISO standards for information security management
• Handle escalated disciplinary and grievance issues, ensuring fair resolution
• Report incidents and complaints in line with company policies
• Lead customer-focused teams to achieve performance excellence in a BPO setting
• Set clear objectives and communicate expectations to ensure alignment
• Maintain professionalism, demonstrating excellent phone and email etiquette
• Address queries with sensitivity and efficiency, engaging with diverse individuals
• Adapt to changing schedules based on business needs
• Ensure workplace compliance with data protection and security standards

Requirements

The Qualifications We Seek

Key Attributes :

Benefits

Exciting Perks Await!

Welcome to Emapta Philippines!

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024 , Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. Apply now and be part of the #EmaptaEra !

Requirements

The Qualifications We Seek Minimum of 3 years of experience as a Team Leader in a BPO setting Background in the healthcare industry is advantageous Willingness to work onsite in BGC Key Attributes : Passionate and committed leader who inspires, empowers, and drives performance Strong communicator—both written and verbal—comfortable engaging at all levels Calm and resourceful problem-solver, skilled in managing pressure and conflict Organized professional with excellent time management and prioritization skills Supportive and reliable team player who builds trust and collaboration People-focused leader who thrives in fast-paced and challenging environments Honest, ethical professional who contributes innovative ideas and adds value