Call Center Team Lead

Assembly Health

3d • $18 - $23

About The Position

The Call Center Team Lead is a full-time, non-exempt position reporting to the Senior Director of Operations. The role supports patients and the call center by answering questions, handling billing and insurance updates, addressing account concerns, and serving as the primary escalation point for the call center team, including its offshore staff. The Team Lead also helps educate offshore staff and completes other tasks and projects as assigned by the manager.

Requirements

• Medical billing background.
• Excellent communication skills and a professional demeanor.
• Ability to work under tight deadlines.
• Strong written and verbal communication skills and a customer-service-focused aptitude.
• Detail-oriented, team-player, and highly self-motivated approach.
• Teamwork and collaboration skills.
• Time-management and organizational skills.
• Integrity and ability to maintain confidentiality when working with sensitive business data.
• Ability to function well in a fast-paced and sometimes stressful environment.

Nice To Haves

• Nextech experience.

Responsibilities

• Answer patient calls and questions.
• Update and bill insurance.
• Process credit card payments.
• Work to resolve concerns and issues on patient accounts.
• Work with collection agencies on requests to remove accounts from collections.
• Respond to attorney requests for balances and correspondence, and update and bill insurance as needed.
• Serve as the primary escalation point for Call Center staff.
• Answer escalated phone calls from the offshore call center team.
• Assist in educating offshore call center staff.
• Update patient demographics.
• Complete other tasks and projects as determined by the manager.

Benefits

• Competitive benefit packages, including medical, dental, vision, and 401(k).
• Paid holidays.
• Paid time off.
• Eligible employees may have the opportunity to participate in company bonus programs.
• Ongoing training and development programs.
• Career growth opportunities.
• Virtual and in-person events to connect with the team.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed