Operations Team Lead

Operations Team Lead Job Description Template

Our company is looking for a Operations Team Lead to join our team.


  • Support training and onboarding Operations Associates;
  • Serve as the first point of escalation for Operations Associates;
  • Assist Operations Manager with development, analyses and implementation of staffing, training, scheduling and reward/recognition programs;
  • Skill in fast data entry and accuracy;
  • Assist in team training;
  • Provide detailed information regarding problem payors to management;
  • Ability to travel between Canada and the USA to other offices;
  • Maintain service to all US accounts including client information, missing information requests and reporting custom service needs;
  • Prompt, efficient and professional response to all queries;
  • On-call responsibilities (evenings and weekends);
  • Ongoing training to increase knowledge of new customs polices and/or regulations;
  • Preparation of customs and internal documents;
  • Aggressive follow up in collecting from insurance companies;
  • Tactfulness in dealing with patients, co-workers, and other professional offices;
  • Submit appeals based on denials from payor.


  • Future interest in people leadership;
  • Exceptional written and verbal communication skills;
  • Past experience mentoring and/or training teammates;
  • Scrappy; willing to dive in and do what’s needed, regardless of whether it’s in the job description;
  • Self motivated; Able to work independently and think creatively to deliver results;
  • Data driven with a knack for process improvement;
  • 3-5 years of relevant working experience, ideally in a fast-paced customer support environment;
  • Excellent problem-solving skills with ability to simultaneously manage multiple initiatives;
  • High School Diploma or GED Equivalent;
  • No one on Corrective Actions;
  • Supervisor recommendations;
  • Open availability.