Contact Center Team Lead

Contact Center Team Lead

This role is a hands-on leadership position within a high-volume healthcare contact center environment. You will serve as a senior resource for frontline specialists while remaining actively engaged in supporting patients and resolving complex inquiries. The role combines real-time coaching, escalation management, quality oversight, and operational performance monitoring. You will help maintain strong service levels by identifying workflow issues, analyzing performance trends, and supporting continuous improvement. Working closely with supervisors and cross-functional teams, you will help strengthen training, consistency, compliance, and patient satisfaction. At least half of your time will be spent directly handling calls and assisting patients, keeping your frontline expertise current. This is an ideal opportunity for an experienced contact center professional who leads through expertise, empathy, and collaboration.

Accountabilities

• 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.
• Prepare reports and data summaries covering call volumes, service levels, quality, productivity, and other operational metrics.
• Contribute to process improvement initiatives designed to increase efficiency, strengthen the patient experience, and improve service delivery.
• Collaborate with Quality Assurance, Training, Workforce Management, and other departments to address performance and patient-experience barriers.
• Act as a positive role model who promotes teamwork, accountability, professionalism, and a supportive team culture.
• Protect confidential patient and business information and maintain compliance with applicable policies and regulations.
• Support special projects and additional operational initiatives as assigned.

Requirements

• Associate's degree required; a bachelor's degree in Business, Healthcare, or a related field is preferred.
• 23 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, with the ability to communicate clearly and professionally with patients and colleagues.
• 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 with close attention to detail.
• Ability to coach and mentor peers effectively while influencing performance without formal supervisory authority.
• Ability to analyze operational information, identify trends, and communicate meaningful findings to leadership.
• Strong collaboration skills and the ability to remain composed and professional in a fast-paced environment.
• Adaptability and willingness to embrace evolving processes, technologies, and business priorities.
• Strong commitment to patient service, confidentiality, compliance, and quality.

Benefits

• Competitive base compensation determined by geographic location, skills, experience, qualifications, and other job-related factors.
• Eligibility for a discretionary, performance-based incentive bonus.
• Comprehensive rewards and recognition opportunities.
• Referral bonus opportunities for eligible employee referrals.
• Full-time, remote work arrangement available nationwide within the United States.
• Opportunity to develop leadership, coaching, healthcare, and contact center expertise.
• Collaborative environment focused on service quality, operational improvement, and patient experience.
• Commitment to an inclusive workplace with reasonable accommodations available for qualified individuals with disabilities.