Patient Intake Team Lead (US Healthcare) - EST Hours

Previous experience in a Team Lead, Senior Agent, or Supervisor role Comfort handling escalations and second-level patient interactions Ability to coach agents on empathy, communication quality, and consultative conversations Experience working with or helping define KPIs such as AHT, conversion rate, and call quality Basic computer skills, including MS Office and Outlook Fixed fibre line with a minimum speed of 25 Mbps (upload & download) Ability to support a wired Ethernet connection Reliable power backup solution

Lead, coach, and support Intake Agents Serve as support for escalated patient conversations Monitor call quality and provide feedback Help develop quality assurance metrics (AHT, call quality, conversion trends) Balance performance expectations with patient care Support onboarding and training of new hires Promote agent well-being Collaborate with leadership to report trends