Contact Center Team Lead

Job Summary

Supporting a dynamic Contact Center team, the full-time Contact Center Team Lead will manage escalated inquiries, mentor specialists, and actively participate in patient support activities while working remotely.

Key responsibilities

• Serve as a subject matter expert on contact center systems and workflows, providing real-time guidance to specialists
• Handle escalated calls and complex inquiries, collaborating with supervisors to ensure quality service delivery
• Monitor performance metrics and assist in onboarding and training initiatives to enhance team effectiveness

Required qualifications

• Associate's degree required; bachelor's degree in business, healthcare, or related field preferred
• Minimum of 2-3 years of experience in a healthcare contact center or high-volume customer service environment
• Prior experience as a senior agent, team lead, or mentor preferred
• Proficiency with contact center technologies and Microsoft Office applications
• Deep understanding of patient billing and insurance processes