About the position

We are seeking a full-time Assistant Team Lead for our Team.

The Assistant Team

Lead will support the Team Lead in various administrative and leadership tasks, ensuring efficient team operations and high-quality client services. You will play a key role in supporting different aspects of operations including helping our clients and managing teams. Responsibilities:

Take patient calls and help patients to e.g., schedule appointments, navigate intake, etc.

Provide accurate, satisfactory answers to patients’ queries and concerns

De-escalate situations involving dissatisfied patients, offering patient assistance and support

Contact patients to inform them about available test results or remind them about upcoming events in their care plan (e.g., annual wellness visit)

Guide patients through navigating the practice website and or troubleshooting the member/patient app

Assist the Team Lead in guiding and managing the Members team

Provide recommendations and support for allocating team resources effectively to practices/patients as directed by the Team Lead

Assist in monitoring team goals and performance measures





Participate in evaluating the quality of services provided by the team

Ensure patient satisfaction scores meet required levels

Provide training and support during service migration for new hires, as needed

Offer call support to other team members in the absence of the Team Lead

Update process documentation, as needed

Manage if the Team Lead is not available

Required skills and qualifications: Expertise in healthcare (US healthcare sector experience; does not need to be a nurse or doctor) and managing call center operations

Strong communication skills, both written and verbal (candidates must be fluent in English and Spanish, C1 or above preferred)

Expertise with telephony and CRM systems, ideally Salesforce

Ability to motivate and empower others

Excellent conflict resolution and facilitation skills

Strong time management and organizational skills

Adaptability and flexibility

Comfortable working in fast-paced environments

Excellent troubleshooting skill

📌 UM Assistant Team Lead (Medellín)
🏢 Third Way Health
📍 Medellín