Clinical Staff Team Lead

Overview:

The Team Lead oversees the staff working day-to-day client operations, optimizes team performance, and ensures smooth communication between staff, clients, and leadership, including seamless new-clinic launches.

The clients overseen by this role are receiving services that are English-speaking phone tasks related to US health care, such as answering clinic phone calls, registering new patients, scheduling patients, completing referrals and authorizations, etc. 

Core Responsibilities:

Team Oversight & Attendance

• Assist in interviewing and hiring candidates for the team
• Serve as a training and escalation point for staff
• Monitor team attendance
• Maintain accurate team rosters
• Plan coverage for absences to ensure a stable team presence

Client Clinic Execution & Client Management

• Oversee daily operations for assigned clients
• Lead new client onboarding
• Manage and resolve client-specific escalations
• Create client-specific Standard Operating Procedures (SOPs) to ensure day-one readiness.

Performance Management & Coaching

• Monitor productivity (QA scores, timeliness)
• Conduct 1:1 feedback sessions
• Monitor and document performance-related concerns and disciplinary actions

Quality Alignment & Trend Correction

• Review QA results and address issues with staff
• Identify and retrain on recurring errors
• Close QA-driven coaching plans
• Initiate training-needs assessments

Key Results to Track

• Clinic issue resolution time (target: 7 working days)
• SOP delivery timeliness (target: 2 days before go-live)
• Percentage of QA-related gaps assessed and flagged within the calendar month (target: 100%)
• Number of unresolved attendance incidents per month (target: 2)
• PIP initiation time from identification of concern (target: 5 working days)
• Percentage of flagged staff coached within seven working days (target: 91%100%)
• Number of recurring QA errors per clinic without resolution within the month (target: 12)

Qualifications

• Minimum

  2 years of leadership experience

  in operations, project management, or team management
• Background in US Healthcare and HIPAA certification required
• Strong background in performance management and coaching
• Familiarity with SOP creation, QA review, and escalation handling
• Excellent communication and team coordination skills
• Able to work closely with both staff and clients to ensure smooth clinic operations