Healthcare Customer Service Team Lead (Remote)

Overview

We are seeking a dedicated Healthcare Customer Service Team Lead to remotely manage a dynamic team supporting healthcare clients with patient inquiries, billing, and early-out account services. This position involves motivating and coaching team members, monitoring performance, ensuring compliance, and handling escalated patient issues.

Key Duties and Responsibilities

• Guide, inspire, and develop a team to surpass productivity and quality objectives.
• Conduct regular coaching sessions including monthly one-on-ones and provide timely feedback.
• Assist in onboarding and training new team members.
• Maintain a positive and accountable work culture focused on high performance.
• Oversee daily call volumes (60+ calls per representative) and service excellence.
• Track performance metrics, identify trends, and implement improvements.
• Manage scheduling and call coverage to optimize operations.
• Provide support to staff with system and telephony challenges.
• Resolve escalated patient inquiries involving billing, claims, insurance, and benefits promptly and accurately.
• Collaborate with internal departments to uphold high service standards.
• Ensure full compliance with HIPAA and confidentiality policies.
• Identify operational gaps and suggest process enhancements.
• Engage in continuous improvement initiatives and departmental projects.
• Work collaboratively with leadership, colleagues, and clients, maintaining professional communication.

Qualifications and Experience

• Minimum education: High school diploma or GED; further education is a plus.
• Required 2 to 5 years of experience in healthcare revenue cycle management.
• Preferred 2+ years in leadership or supervisory roles.
• Strongly preferred experience with EPIC systems.
• Knowledgeable about Medicaid, Medicare, Workers' Compensation, and liability claims.
• Proven ability to thrive in fast-paced, multi-system environments.

Skills

• Exceptional leadership and team-building capabilities.
• Excellent verbal and written communication skills.
• Advanced problem-solving and conflict resolution skills.
• Acute attention to detail with strong compliance mindset.
• Effective multitasking and priority management.
• Proficiency with Microsoft Office and quick adaptability to new technologies.
• Bilingual abilities are an asset.

Additional Information

• Work schedule: Monday through Friday, 10:30 AM to 7:00 PM Central Standard Time.
• Compensation: Hourly wage between $20 and $21 plus eligibility for a quarterly bonus.
• The role is fully remote; equipment is provided and internet speed verification is necessary.
• This position reports directly to the Customer Service Supervisor.
• Working in a fast-paced, high-volume setting requires excellent multitasking and system navigation skills.
• Employee benefits include comprehensive health plans (medical, dental, vision), company-paid life and disability insurance, 401(k) plan with matching, paid time off commencing from the first day of employment, and flexible benefit options.
• Equal opportunity employment with participation in E-Verify.

Note

This job description highlights primary responsibilities and is not exhaustive of all job functions.