Healthcare Call Center Unit Lead

Job Summary

Providing day-to-day leadership and operational support, the full-time remote Healthcare Call Center Unit Lead will guide and coach representatives, assist with complex customer inquiries, and monitor team performance to ensure quality and compliance.

Key responsibilities

• Provide daily guidance and coaching to Healthcare Call Center Representatives handling member and provider inquiries
• Assist representatives with complex customer situations and escalations while ensuring adherence to policies and procedures
• Monitor team performance and identify opportunities for improvement in quality, productivity, and service levels

Required qualifications

• Three or more years of experience in customer service, call center, healthcare, insurance, or related fields
• Previous experience in a leadership role such as Team Lead, Unit Lead, or Senior Representative strongly preferred
• Healthcare experience, including knowledge of benefits, eligibility, claims, and member/provider services
• Strong skills in coaching, escalation management, and organizational abilities in a fast-paced environment
• Proficiency with multiple computer applications, including contact center platforms and Microsoft Office