Contact Center Lead

Job Summary

Contact Center Lead, responsible for managing daily performance and providing coaching in a full-time, remote role within a healthcare contact center.

Key Responsibilities

• Assist in managing team performance and provide real-time coaching and support
• Handle escalations and ensure timely investigation and resolution of issues
• Coordinate with clinics and support teams to resolve complex member issues

Required Qualifications

• 2+ years in a healthcare contact center, with at least 1 year in a lead or SME role
• Familiarity with primary care contact center processes and healthcare insurance
• Experience supporting team performance against service levels and quality metrics
• Proficiency in handling on-phone and off-phone escalations
• Knowledge of HIPAA compliance and documentation skills for issue resolution