Patient Support Team Lead (Healthtech)

TL;DR

Patient Support Team Lead (Healthtech): Managing and coaching a high-performing support team to drive patient conversion and satisfaction for a global weight-management program with an accent on sales performance, objection handling, and operational efficiency. Focus on building scalable support processes, mentoring frontline agents, and ensuring consistent delivery of high-quality patient care during UK business hours.

Location: Must be based in or near Metro Manila, Philippines. Role is hybrid with requirements to report to the Makati office.

Company

hirify.global is a global health and wellness company, now part of Hims & Hers, dedicated to providing personalized, long-term care for chronic conditions like obesity.

What you will do

• Lead, coach, and mentor a team of support agents to meet and exceed sales and service KPIs.
• Own the consultation-to-patient conversion rate by identifying pipeline leaks and providing actionable feedback.
• Conduct regular coaching sessions, including call and chat transcript reviews, to improve agent performance.
• Act as the primary escalation point for complex patient issues, ensuring quick and effective resolution.
• Streamline operational processes to improve the overall patient experience and team productivity.
• Manage team performance, hiring, and onboarding with a focus on fairness and professional development.

Requirements

• Must be located in or near Metro Manila, Philippines.
• Must be willing to work UK Business Hours (1:00 PM - 3:00 AM Manila Time).
• At least 2 years of full-time leadership experience in a startup, tech company, or 4+ years in a BPO environment.
• At least 2 years of experience coaching frontline agents to sales targets with measurable impact.
• At least 1 year of hands-on consultative sales experience in a patient or customer-facing environment.
• Excellent command of the English language.
• Stable home internet connection (30 Mbps minimum) and a suitable workspace.

Culture & Benefits

• Comprehensive health insurance coverage for employee and up to two dependents.
• Supportive leave policies including sick, maternal/paternal, compassionate, and vacation leave.
• Annual professional development budget and dedicated leave credits for learning.
• Transportation allowance for office reporting days.
• Standard statutory benefits including 13th-month pay.
• Collaborative, fast-paced environment with a strong focus on work-life balance and team bonding.