Healthcare Operations Team Lead

Healthcare Operations Team Lead

Job Summary

We are looking for a Healthcare Operations Team Lead to support a telehealth client by overseeing day-to-day healthcare administrative operations, guiding support team members, and ensuring smooth patient and provider workflows.

The ideal candidate must have a healthcare educational background or healthcare-related degree, along with experience in healthcare operations, patient support, care coordination, medical administration, or telehealth support. This role is responsible for monitoring team performance, supporting process improvements, handling escalations, and ensuring the team follows healthcare standards, documentation guidelines, and client expectations.

Key Responsibilities

• Oversee daily operations of healthcare support/admin team members for a telehealth client

• Monitor team productivity, attendance, quality, and overall performance

• Support patient care coordination, appointment-related concerns, documentation, and administrative workflows

• Handle escalations from patients, providers, or internal team members

• Ensure accurate and timely completion of healthcare documentation and task updates

• Coach, mentor, and support team members to meet performance and quality expectations

• Coordinate with client stakeholders regarding workflow updates, operational concerns, and team performance

• Identify process gaps and recommend improvements to improve efficiency and service quality

• Ensure compliance with healthcare privacy standards, including HIPAA-related practices

• Prepare basic reports related to team performance, productivity, quality, and operational issues

• Support onboarding and training of new healthcare support team members

Qualifications

• Must have a healthcare educational background or healthcare-related degree

  • Examples: Nursing, Medical Technology, Pharmacy, Psychology, Healthcare Administration, Public Health, or other allied health courses

• At least 3–4 years of experience in healthcare operations, patient support, medical administration, care coordination, or telehealth support

• Previous experience as a Team Lead, Senior Healthcare Support Specialist, Care Coordinator, Healthcare VA Lead, or Operations Lead preferred

• Experience supporting U.S.-based healthcare or telehealth clients is highly preferred

• Knowledge of healthcare workflows, patient communication, documentation, and escalation handling

• Familiarity with HIPAA or healthcare privacy standards

• Strong leadership, communication, and problem-solving skills

• Comfortable working in a fast-paced remote healthcare environment

• Willing to work on a night shift or U.S. business hours

Preferred Experience

• Telehealth, behavioral health, mental health, or virtual care experience

• Experience using EHR/EMR systems, CRM tools, ticketing systems, or healthcare scheduling platforms

• Background in quality monitoring, training, reporting, or workflow improvement

• Experience handling patient escalations or provider support concerns