Beneficiary Support Center Team Leader

International SOS

Team Leader for Beneficiary Support Center at International SOS, ensuring optimal service for beneficiaries and providers. Leading and developing a customer service team for healthcare access.

Posted 7/9/2026full-timeSan Antonio • Texas • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

Supervises the allocation of work for the team, ensuring that resources are allocated to calls or case activity to ensure that services are delivered within the contracted timeframes.
Coaching, supporting and developing members of the team to ensure there is a collaborative, team culture that is focussed on delivering the right service standards.
Leading the performance of a team of direct reports, ensuring that performance is supervised appropriately in terms of productivity and behaviours.
Responsible for ensuring all service standards / KPI’s are met and ensures the team is following the correct procedures and processes at all times.
Provides quality feedback to CSE’s to maintain and improve the quality-of-service delivery, including listening and reviewing calls and reviewing cases.
Apply critical and creative thinking strategies to find productive solutions to issues.
Ensures that the Beneficiary Supervisor, Manager and Head of Service Delivery leadership are regularly briefed on performance issues impacting the team.
Executes the responsibilities and schedule of an on-call and on-duty leader in accordance with the direction provided by the Supervisor, Manager or Head of service delivery.
Acts as a first point of escalation for complex issues within the team.
Participate in ad-hoc projects, taking the lead where appropriate.
Supports the management team in meeting and exceeding stated objectives.
Maintains confidentiality of all patient and/or client information.
Both International SOS and HIPAA/PII guidelines and regulations will be followed.
Provides clear case direction to Team Leaders and serves as a technical expert on systems related issues.

Requirements

What you’ll need

Worked in a call center environment. – Call handling, transfers, inbound and outbound
Understand call and email etiquette.
Worked in health insurance, medical or any related business.
Exposed to administrative work like claims processing, enrollments, billing etc.
Experience with SAP or Salesforce is a plus
Led and mentored a team of Customer Services Executives
Displays maturity and strong leadership traits, ability to lead teams
Familiar with CRM usage and managing call center agents.
Takes initiative, demonstrates responsibility.
Customer service orientation and a team player.
Proactively identifies and acts on potential problems and / or difficulties.
Demonstrates effective problem solving skills and lateral thinking.
Ability to work under pressure, multi-task, and prioritize in a timely and effective manner.
Ability to listen, write and speak effectively.
IT literate and conversant with contemporary computer software.

Benefits

Comp & perks

Health insurance
International travel opportunities

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Claims ProcessingBillingEnrolmentsCall HandlingSAPSalesforce

Soft Skills

Effective CommunicationInitiativeResponsibilityTeam PlayerMaturity