Customer Service Team Lead at Placidway Medical Tourism | Torre
Customer Service Team Lead
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Placidway Medical Tourism

Customer Service Team Lead

Placidway Medical Tourism
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Emma
Emma
You'll transform global patient journeys, optimizing care access and conversion for a leading medical travel marketplace.
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Full-time

Legal agreement: Employment

Compensation
USD1.2k - 2k/month
Negotiable
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Remote (for Mexico residents)
Remote (for Venezuela residents)
Remote (for Colombia residents)
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Posted 1 day ago

Requirements and responsibilities

Key Responsibilities: Team Leadership & Performance Management: - Lead, train, and supervise a team of customer service representatives. - Monitor daily performance: Response time, Conversion rates, Patient satisfaction (CSAT). - Conduct regular coaching, feedback, and quality reviews. - Manage scheduling to ensure customer service coverage. Patient Experience Optimization: - Ensure consistent, high-quality patient communication across all channels. - Standardize messaging frameworks and response templates. - Improve patient journey from inquiry to treatment. - Identify friction points and optimize engagement processes. Lead Conversion & Revenue Support: - Drive improvement in: Inquiry-to-consultation conversion, Consultation-to-treatment conversion. - Develop scripts and strategies for better conversion. - Collaborate with marketing and sales teams to align customer experience. - Track and report conversion funnel performance. Process Design & Operational Efficiency: - Design and implement SOPs for: Inquiry handling, Case management, Provider coordination. - Streamline workflows to reduce response and turnaround times. - Optimize workload distribution and escalation processes. - Implement automation where possible (chatbots, templates, workflows). Provider Coordination Oversight: - Ensure efficient communication between CSRs and healthcare providers. - Reduce delays in: Medical opinions, Quotes, Treatment plans. - Establish SLAs with providers. - Escalate and resolve provider-side bottlenecks. Data, Reporting & Insights: - Track key metrics and generate reports: Lead volume, Conversion rates, Response times, Patient satisfaction. - Analyze trends and identify improvement opportunities. - Provide actionable insights to leadership and other departments. Quality Assurance & Training: - Develop and maintain training materials. - Conduct onboarding for new hires. - Perform QA audits on chats/emails. - Ensure compliance with communication standards and brand tone. Technology & CRM Optimization: - Oversee effective use of CRM systems and customer support tools. - Improve data quality and case tracking accuracy. - Implement and optimize AI tools (chatbots, response suggestions, lead scoring). - Work with product/tech teams to enhance platform capabilities. Escalation & Crisis Management: - Handle complex or sensitive patient cases. - Resolve complaints and service issues. - Ensure high customer satisfaction and retention. - Mitigate risks affecting patient trust and brand reputation.
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