Hello! We’re Babylon, a leading digital healthcare company. 

Our mission is to make high-quality healthcare accessible and affordable for everyone on Earth. Building on the success of Babylon in the United Kingdom, Rwanda and Canada, we are building a 50-state provider network in the United States. We want to provide health services to the Medicaid population, who are often underserved and overlooked. Today, we cover over 3.5 million members in the US. 

By shifting the focus from sick care to preventative care, we’re creating a better model of healthcare. One that combines AI-powered technology with the highest quality clinical expertise—so we can help people live healthier, longer lives. With over 2,000 global employees, we’ve brought together one of the largest teams of healthcare professionals, scientists, mathematicians and engineers. 

Our talented team is looking to hire the best clinicians and operations talent to build and scale in the US. We’re driven by people whose ideas and energy align with our mission and our values: to dream big, build fast and be brilliant.

Meet our CEO and the people at Babylon on our YouTube channel.

Babylon Health is hiring for a Support Team Lead to support the delivery of digital healthcare on our Clinical Operations/Administration team.

As a Support Team Lead, you will be responsible for a team of Support associates, senior associates, and accountable for their performance. You will be required to support the team in identifying recurring issues, conducting root cause analyses and resolving them with the Support Manager as well as support the Support Operations Manager with coaching and training the team to ensure they perform to the best of their abilities.

Location: this position is based in Austin (under review)

Hours: Clinical Operations Support Associates and the Team Leads' scheduling will be based on business needs between the hours of 7am – 11pm including weekends & holidays.

You will be required to provide 40 hours per week and will be scheduled during the above times.

WHAT YOU’LL WORK ON

• Team Management:
• Oversee all activities within the Support Team and ensure team goals and objectives are being met by each team member
• Owns the workforce management of team, including scheduling, and hiring
• Owns key customer support metrics in Tableau, and other systems used within US Babylon Support
• Coach, develop, and motivate team members on desired skills and expected work ethics and behaviors
• Maintain a close pulse on individual team member performance by reviewing QA scores and performing spot checks and/or QA audits when needed to ensure individualized feedback and action plans can be implemented
• Generate and share comprehensive reports about team performance
• Manages any low-medium level HR/behavioral issues
• Conducts 1:1s with staff and team meetings




• BAU Operations:
• Handles support escalations and partners with internal stakeholders, including senior leadership, for resolution and root cause analysis
• Accountable for team’s SLAs; reports back to Support Manager and other leadership when needed, and creates action plans to address any SLA concerns
• Accountable for Support Team QA goals: QA score and 1% audit amount
• Support the complaints and grievances process to include investigative research, and closes the loop and escalates when needed
• Leads the implementation of small-medium scale initiatives, pilots, and launches to include contact type tree redesign, and efficiency improvements
• Ensure workload is managed within agreed timelines
• Ensure the team perform in a secure and compliant manner
• Challenge boundaries for development and be responsible for own learning

WHAT WE’RE LOOKING FOR

• Professional experience working in a patient care or healthcare setting as a Medical Assistant or a similar position (ideally we're targeting at least 3 years in the industry)
• Previous experience with managing direct reports (at least 1 year of experience)
• A genuine passion for delivering exceptional customer service and the ability to handle high volume administrative tasks.

WHAT WE OFFER

• An annual base salary. This will be disclosed during the early interview stages.
• 4 weeks' paid vacation
• 401k' with employer matching contribution
• Benefits include bonus, medical insurance, vision, and dental coverage
• Incredible growth opportunities with a global health tech startup with a meaningful mission

WORKING AT BABYLON

Whether you work in one of our amazing offices or a distributed team, Babylon is highly collaborative and fun! You’ll have a chance to work in a fast-paced environment with experienced industry leaders. We have a learning environment where you can make an impact.

WHO WE ARE

We are a team on a mission, to put accessible and affordable healthcare in the hands of every person on earth. Our mission is bold and ambitious, and it’s one that’s shared by our team who shares our values, to dream big, build fast and be brilliant. To achieve this, we’ve brought together one of the largest teams of scientists, clinicians, mathematicians and engineers to focus on combining the ever-growing computing power of machines, with the best medical expertise of humans, to create a comprehensive, immediate and personalized health service and make it universally available.

At Babylon our people aren’t just part of a team, they’re part of something bigger. We’re a vibrant community of creative thinkers and doers, forging the way for a new generation of healthcare. We’re only as good as our people. So, finding the best people is everything to us. We serve millions, but we choose our people one at a time…

DIVERSITY AT BABYLON

We believe that difference inspires a better, healthier world. That’s why it’s at the heart of everything we do. From our people to our products, difference enriches every part of our business and creates a culture based on equality of opportunity, and in which all Babylonians can progress their careers. We’re committed to creating an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, colour, religion, sex, pregnancy status, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, and any other characteristic protected by applicable law.