Clinical Staff Team Lead

4 days ago

Ahmedabad, India Meditab Software Full time

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

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