GBSC - Team Lead (Clinical) I

Crawford & Company


Date: 1 day ago
City: Manila
Contract type: Full time
The Team Leader is responsible for managing day-to-day planning, implementation and problem-solving to ensure their team achieves their daily goals in production or service. Responsible for mentoring and assisting the assigned non-technical team with daily operational tasks and holistic performance growth and development
  • Acts as on duty supervisor and first point of contact for the team
  • Provides visibility of daily or monthly data to assist the team with performance management
  • Completes, documents, and provides timely and accurate feedback on performance
  • Ensures proper standard operating procedures (SOP) and protocols are followed
  • Identifies training requirements and provides appropriate training to team members
  • Performs staff scheduling and ensures adequate staffing levels
  • Documents all staff complaints and assists in resolution
  • Assists in execution of administrative tasks deemed necessary or as required
  • Ensures data maintenance for Content Management System (CMS) and all client systems
  • Ensures service level agreements (SLA) and internal key performance indicators (KPI) are met
  • Informs immediate superior regarding problems and other matters beyond limits of authority
  • Monitor team members' participation to ensure the training they are being provided is being put into use, and also to see if any additional training is needed
  • Train team members on various customer service strategies
  • Communicate expectations, assignments and responsibilities clearly and professionally
  • Undertake ongoing customer service work to better understand the demands, positives and pain points of the job
  • Handling staff scheduling, monitoring team’s performance to ensure they meet daily goals
  • Motivating team members
  • Leading and attending scheduled training programs
  • Identifying individual shortcomings of team members and helping them through customized coaching
  • Reporting team development and activities to high-level managers or human resources
  • Hiring and promoting team members
  • Collaborate with other department for process improvement that will increase productivity with high quality standards.
  • Fosters an atmosphere of high employee morale through an active, fair and consistent application of policies and procedures.
  • Other duties and projects as assigned
  • Demonstrates knowledge and understanding of Broadspire medical department policies and procedures and ability to communicate same with internal/ external customers as necessary

  • Bachelor’s Degree (Four-year college course).
  • Certificate in Team Leading (External)
  • Must have an active and in good standing without restriction Philippine RN license OR have an active and in good standing without restriction US RN license from any mainland state
  • At least two (2) years equivalent work experience as team lead.
  • Ability to develop, implement and assess performance metrics.
  • Proven record of boosting team performance and employee retention rates.
  • Advanced computer skills and ability to work well under pressure individually and as part of a team.
  • Responsible, calm and are able to plan and prioritize his/her work and other people’s daily activities.
  • Excellent communication and interpersonal skills with people at all levels.
  • Proficiency of the English language, both in verbal and written.
  • Strong customer orientation, active listening, and excellent phone handling skills.
  • Demonstrates analytical thinking and effective conflict resolution skills.
  • Ability to implement standards and procedures for security and performance management.
  • Ability to multi-task, prioritize and manage own work and others' effectively.
  • Demonstrate leadership with capability to motivate and inspire.
  • Demonstrates initiative and implements changes to drive operational effectiveness and efficiency.
  • Interpersonal skills - Ability to work independently and as a team member.
  • Keen attention to details with regards to own work and of team members.
  • Maintains high degree of professionalism and confidentiality.
  • Ability to work all overtime holidays and weekends when operational requirements necessitate.
  • Ability to make decisions in accordance with operating policies and practices.
  • Must be able to work well unsupervised as well as supervise others, follow verbal and written instructions, work independently and pay close attention to details.

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