Patient Coordinator Team Lead - Medellín, Colombia
On-site - Full Time

VIP Medical Group is a leading vein and pain clinic committed to providing exceptional, patient-centered care. Our expert team uses cutting-edge technology and innovative treatments to improve the health and well-being of our patients. As we continue to grow, we are seeking a talented Full Stack Developer to join our team and help us build and maintain efficient, secure, and user-friendly digital solutions to support our patients and staff.

Position Summary: The Team Lead for Patient Coordinators plays a key role in ensuring the smooth operation of the Patient Access Department while maintaining high standards of customer service. This position requires strong communication, teamwork, and the ability to support both patients and team members in a fast-paced environment. The role focuses on enhancing the patient experience through exceptional service, compassionate care, and efficient daily operations, while overseeing a group of agents across Contact Centers, managing workflows, resolving challenges, and ensuring accuracy, professionalism, and patient-centered support.

What You'll Do:
Team Leadership & Development

Lead and support the Patient Access team, promoting a culture of collaboration, accountability, and continuous improvement.
Partner with supervisors to review performance, share best practices, and identify coaching or training opportunities.
Support onboarding and development of new team members.

Patient Coordination & Proactiveness

Ensure accurate and efficient scheduling workflows while maintaining up-to-date patient records.
Collaborate with providers and administrative teams to coordinate appointments and follow-ups.
Proactively identify and resolve scheduling issues to maintain smooth operations..

Elevating the Patient Experience

Promote a patient-first approach by ensuring interactions are handled with empathy, professionalism, and efficiency.
Serve as an escalation point for patient concerns and help resolve issues promptly.
Monitor service quality and identify opportunities to improve patient satisfaction..

Communication & Collaboration

Act as a liaison between patients, clinical teams, and operational departments to ensure clear communication and effective coordination.
Manage escalated cases and support cross-team collaboration.
Provide leadership with updates on performance, challenges, and improvement opportunities.

Operational Efficiency & Continuous Improvement

Monitor operational metrics such as call quality, response times, and scheduling trends to support performance improvements.
Identify workflow inefficiencies and contribute to process enhancements.
Ensure adherence to standard operating procedures and organizational policies.

Reporting & Performance Analysis

Track and review key performance indicators (KPIs) to support team performance and operational improvements.
Maintain accurate documentation and reporting of workflows and outcomes.

What You'll Bring To The Team:

Consistent, high-quality patient access
Reduced wait times and improved call flow
High scheduling accuracy and reduced rework
Strong team performance and engagement
Seamless coordination across departments
A positive experience for every patient contact
Attention to Detail
Customer Service Excellence
Tech-Savvy Mindset
Experience in Leadership Skills

We Offer You:

Impactful Work: You'll play a crucial role in educating clients about their Insurance options and making a positive impact on their lives.
Professional Growth and Learning: We're committed to your improvement and development. Join a team that values your potential and invests in your success.
Supportive Environment: Work in a collaborative, supportive and comfortable environment where your ideas are valued, and your contributions are recognized.
Flexible Working Hours: Enjoy a comfortable 8-hour work shift from Monday to Friday for you to enjoy your weekends to the fullest!
Competitive Compensation: Enjoy a competitive salary starting at $4M with benefits that reward your hard work and dedication.

At RV Holdings S.A.S., we promote an inclusive, diverse, and respectful work environment. We value talent regardless of race, ethnicity, gender, sexual orientation, gender identity, age, beliefs, nationality, or disability status. All selection processes are conducted based on the competencies, skills, and experience of each individual.