Team Lead, Patient Support Center
New
J
JobgetherMental Healthcare
United StatesFull-TimeLead
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 3–5+ years
- Required Skills
- Data AnalysisCustomer serviceQuality Assurance
Requirements
- 3–5+ years of experience in healthcare, call center operations, patient access, customer service, hospitality, or a related environment.
- Previous team lead or supervisory experience is preferred.
- Demonstrated experience coaching, training, or supporting frontline employees in a goal-oriented and quality-focused environment.
- Strong understanding of call center workflows, service levels, documentation requirements, and patient experience standards.
- Familiarity with insurance plans, scheduling workflows, EMR systems, and patient access processes is preferred.
- Strong computer skills and the ability to navigate multiple systems and communication channels effectively.
- Excellent verbal and written communication skills.
- Strong organizational skills and the ability to manage changing priorities in a fast-paced, multichannel environment.
- Associate’s or bachelor’s degree preferred.
- Reliable internet connectivity and a quiet, professional workspace suitable for remote work.
Responsibilities
- Lead daily Patient Support Center operations, including call queues, workflows, staffing coverage, after-call work, and operational performance metrics.
- Operate as a player-coach, dedicating approximately 80% of time to supervisory responsibilities and up to 20% to peak-volume support, reserve coverage, or frontline call handling.
- Coordinate daily priorities, workflow changes, and coverage requirements in partnership with the Patient Support Manager.
- Serve as an escalation point for complex or unresolved patient concerns, providing timely, professional, and patient-centered resolutions.
- Support weekday and weekend extended-hours escalation coverage as required.
- Coach Patient Support Specialists through timely, actionable feedback focused on call quality, conversion, accuracy, and patient experience.
- Support onboarding, training, and ongoing development for new and existing team members.
- Audit patient interactions and system documentation for accuracy, completeness, and compliance.
View Full Description & ApplyYou'll be redirected to the employer's site
