Team lead

Role Overview

The Team Lead Telemedicine (Payor Business) will be responsible for driving end-to-end virtual consultation operations for corporate (payor) clients. This role ensures seamless doctor allocation, service quality, SLA adherence, and a smooth experience for corporate employees availing telemedicine services.

The leader will manage a team of coordinators/executives, collaborate with doctors and support teams, and drive operational excellence, customer satisfaction, and performance improvements in the payor telemedicine workflow.

Key Responsibilities

1. Team Leadership Performance Management

Lead, mentor, and manage a team of telemedicine coordinators handling corporate teleconsult cases.

Allocate daily rosters, monitor workload distribution, and ensure SLAs are met.

Drive performance metrics: TAT, SLA adherence, accuracy, activation %, CSAT, and call quality.

Conduct weekly reviews, coaching sessions, and performance evaluations.

2. Teleconsultation Operations Ownership

Oversee the end-to-end telemedicine journey including appointment scheduling, doctor assignment, call monitoring, escalations, and post-consultation workflows.

Ensure adherence to clinical protocol SLAs agreed with corporate clients.

Maintain real-time governance over instant consult demand vs. supply availability.

Ensure smooth functioning of product flows such as audio/video consults, reconsults, prescription delivery, and feedback collection.

3. Payor Corporate Client Coordination

Work closely with payor AMs to track utilization, escalations, and service quality.

Handle operational escalations from corporate HR/Benefits teams and resolve them within defined SLAs.

Support onboarding of new corporate clients through training and operational setup.

4. Doctor Network Collaboration

Coordinate with provider onboarding / doctor management teams to ensure doctor availability.

Ensure compliance with guidelines on audio-only etiquette, consultation time, and documentation.

Escalate doctor performance issues to the respective relationship managers.

5. SLA, Governance Process Excellence

Track and publish daily/weekly MIS on operational KPIs.

Identify bottlenecks across TAT, routing, call drops, and prescribe process improvements.

Ensure compliance with internal policies and payor contractual SLAs.

Partner with product and engineering teams to highlight bugs, request enhancements, and support new feature rollouts.

6. Customer Experience Quality Control

Monitor customer feedback (CSAT/DSAT) and drive initiatives to improve satisfaction.

Conduct random audit checks of teleconsults for adherence to protocols.

Implement maker-checker workflows for error-prone processes like prescription audits or eligibility checks.

Key KPIs for the Role

Teleconsultation SLA adherence (%)

Activation and fulfillment rate

Customer CSAT/DSAT (%)

Doctor availability routing accuracy

TAT compliance

Error rate / rework reduction

Corporate escalation closure TAT

Team productivity and staffing efficiency

Mandatory Qualifications

46 years of experience in healthcare operations, telemedicine, or payor/corporate health programs.

Minimum 12 years in a team lead / supervisory role.

Strong understanding of teleconsult workflows (audio/video consults, routing, prescription workflows).

Excellent communication and stakeholder management skills (doctors, corporate clients, internal teams).

Hands-on experience with dashboards, MIS reporting, and process governance.

Ability to work in a high-demand, fast-paced environment.

Preferred Qualifications

Experience in corporate health check-ups, virtual care, or insurance/payor operations.

Exposure to healthcare compliance, SLA management, and customer success.

Familiarity with tools like CRM, ticketing systems, telemedicine platforms, and BI dashboards.

What Success Looks Like in This Role

Smooth day-to-day teleconsult operations with consistent SLA and quality performance.

High customer NPS/CSAT from corporate clients.

Efficient team with strong governance and low error rates.

Strong coordination between doctors, product, AM, and payor stakeholders.

Zero-repeat escalations and predictable, stable operational delivery.

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