Team Leader (Healthcare)

Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000 fastest-growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business’ optimal growth potential, may it be from the ground up or by innovative transformation.

Our Team Is Composed Of Hand-picked Talented Individuals Adapted To Handle Themselves In a Balanced Environment Of Smart And Hard Work While Maintaining a Dynamic Relationship With Stakeholders, Leaders, And Team Members. Important Decisions Revolve Around The Guidance Of Our Core Values, Especially When Choosing The Right People

• Grit. We never give up. We don't always know the answer, but we don't give up until we crack it. Sticking at it makes us stronger.
• Curiosity. We want to know you, what makes you tick and what it will take to help you grow.
• Learning. Learning is the key to mobility, growth, and transformation. It's a commitment. We're committed.
• Grace. The unconditional love for our fellow man. What is this world without love – merely a transactional scorecard of winners and losers. We don't want to reinforce that operating system. We are driving a paradigm shift to an infinite mindset where we start from the knowledge that there is plenty to go around.
• Honesty & Sincerity. Being true to ourselves. Being honest, being open, trustworthy and truthful. Sincerity provides depth to honesty, as our honesty at times can even betray us, as we all hide behind our deep pain and hurt.
• Integrity. Integrity is standing up for what we believe is right and living by our highest values.
  
  

Our philosophy leads us to invest in the best people we can find, and working side by side, we help them build the career paths they deserve.

Don’t just take our word for it; experience the growth yourself!

If you don’t know where to start, check us out at www.enshored.com.

Location: Pasig

Salary: Up to 45,000

Benefits: Health Insurance, Life Insurance, Annual Performance Bonus, Opportunity for Promotions

Job Overview

We are seeking a Team Leader (Healthcare) to lead and manage a team of Tier 1 CSR Heroes, ensuring exceptional customer service and technical support for our Ontario-based EMR software. This role requires a proactive leader with strong operational, coaching, and problem-solving skills to enhance customer satisfaction and improve team efficiency.

Key Responsibilities

Leadership & Team Management:

• Oversee daily activities of Tier 1 CSR Heroes, ensuring efficient resource planning and call center operations.
• Train, coach, monitor, and support team members to enhance performance and professional development.
• Conduct needs assessments and performance reviews to maintain high service quality.
• Establish and meet performance targets for efficiency, quality, and customer satisfaction.
• Promote discipline and recognize achievements within the team.
  
  

Customer Support & Technical Guidance

• Act as a subject matter expert for EMR-related support queries, complaints, and requests.
• Guide the team in troubleshooting and resolving EMR software issues effectively.
• Provide operational guidance and ensure compliance with company policies and procedures.
• Escalate complex issues to senior support, technical teams, or the President when necessary.
• Participate in after-hours emergency support as required.
• Evaluate and prioritize multiple requests based on urgency, ensuring minimal clinic disruptions.
• Handle occasional customer conflicts with professionalism and efficiency.
  
  

Process Improvement & Coordination

• Develop and maintain customer training manuals and videos to enhance user experience.
• Map out client processes and document training materials for internal and external use.
• Collaborate with recruitment, IT, and HR teams to ensure smooth operations and staffing.
• Coordinate with sales, planning, and customer service teams to enhance service delivery.
  
  

Qualifications & Skills

• Bachelor’s degree preferred or equivalent work experience.
• Ontario Canadian EMR experience is a must.
• Strong knowledge of EMR software, including doctors’ requirements and technical specifications.
• Ability to troubleshoot technical issues in Windows and Chrome-based environments.
• Excellent interpersonal, organizational, and time management skills.
• Ability to adapt quickly to internal and external customer demands.
• Strong problem-solving skills, with the ability to anticipate challenges and develop solutions.
• Demonstrates initiative and sound judgment in handling customer and team management issues.
  
  

Work Relationships

• Collaborate with internal teams, including sales, planning, and HR, to improve customer service and operations.
• Liaise with customers to provide high-quality support and ensure satisfaction.
  
  

Join us and lead a team that makes a difference in the healthcare industry!

About Enshored

Enshored is the leading outsourcer for start-ups. We’re here for the innovators, for the scalers. We’re here for the creators, for the makers, for the horizon scanners who saw it and then went out there and built it. We believe that when our people thrive, our clients thrive too. When we all thrive, the world becomes a better place.

At Enshored, this means: We support our people to achieve their potential and contribute to their best ability through structured learning and career development. We embrace diversity. We understand that people are all different and need different challenges. We don’t treat individuals as cogs in the machine. We provide the environment, tools, and support system to thrive.