Healthcare Contact Center Operations Lead (24/7)

Role Purpose

Lead the delivery and coordination of medical, security, and travel assistance services for clients. Ensure high-quality, cost-effective case management aligned with policy coverage while collaborating with global operations, medical teams, and service providers.

Operations & Service Delivery

• Oversee end-to-end assistance services delivery across the platform
• Provide case management direction and ensure quality assurance
• Act as escalation point for complex cases and operational issues
• Ensure cost-effective solutions and adherence to standard operating procedures
• Maintain high customer service standards

Team Leadership

• Lead, coach, and develop Operations Coordinators
• Manage staffing, recruitment, performance, and retention
• Ensure effective communication between operations and medical teams
• Support a 24/7 operational environment (inclu...