Contact Center Team Lead
J
JobgetherHealthcare
Full-time, remote work arrangement available nationwide within the United States.Full-TimeLead
SalaryCompetitive base compensation determined by geographic location, skills, experience, qualifications, and other job-related factors. Eligibility for a discretionary, performance-based incentive bonus.
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Job Details
- Languages
- Excellent verbal and written English communication skills
- Experience
- 2–3 years of experience in a healthcare contact center or comparable high-volume customer service environment.
- Required Skills
- Data AnalysisMicrosoft OfficeMentoringQuality AssuranceCoachingCRM
Requirements
- Associate’s degree required; a bachelor’s degree in Business, Healthcare, or a related field is preferred.
- 2–3 years of experience in a healthcare contact center or comparable high-volume customer service environment.
- Previous experience as a senior agent, team lead, mentor, or similar frontline leadership role is preferred.
- Strong knowledge of patient billing, insurance processes, and Explanation of Benefits (EOBs).
- Excellent verbal and written English communication skills.
- Demonstrated ability to manage escalated interactions with empathy, professionalism, accuracy, and sound judgment.
- Proficiency with contact center technologies, CRM platforms, and Microsoft Office applications.
- Strong analytical, problem-solving, organizational, and multitasking skills.
- Ability to coach and mentor peers effectively while influencing performance without formal supervisory authority.
- Ability to analyze operational information and identify trends.
- Strong collaboration skills and the ability to remain composed in a fast-paced environment.
Responsibilities
- Serve as a subject matter expert on contact center systems, workflows, processes, and frontline support practices.
- Provide real-time guidance to Contact Center Specialists, promoting accuracy, empathy, professionalism, and adherence to quality and compliance standards.
- Handle escalated calls, emails, and complex patient inquiries that require advanced problem-solving or coordination across departments.
- Spend at least 50% of working time actively answering calls and assisting patients to maintain frontline expertise and support service-level objectives.
- Mentor peers through side-by-side coaching, feedback, and participation in quality calibration activities.
- Assist supervisors with onboarding, refresher training, and communication of new policies, procedures, and system updates.
- Monitor call queues, service levels, productivity dashboards, and operational trends, escalating issues and recommending appropriate actions.
- Conduct call audits and quality checks while providing constructive, actionable feedback.
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