Who we are:
- 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
- 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 en

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