Customer Experience Team Lead

Job Summary

Serving as a senior contributor and day-to-day leader, the remote Customer Experience Team Lead will manage intake and order processing while mentoring Specialists, ensuring a high-quality experience for patients and providers in a full-time capacity.

Key responsibilities

• Receive, triage, and process incoming communications, handling requests directly or routing them as needed
• Initiate and process new orders by collecting and validating patient and prescriber information
• Mentor and coach Specialists, supporting their onboarding and training efforts while contributing to process improvements

Required qualifications

• 4+ years of experience in healthcare or the durable medical equipment (DME) industry
• Associate degree or equivalent experience required; Bachelor's degree preferred
• Strong customer service orientation with a patient-first mindset
• Proficiency in Microsoft Office applications and ability to learn role-specific systems quickly
• Proven experience building positive relationships with patients, providers, and internal partners