Client Support Specialist Team Lead

National Healthcare Solutions Group•El Paso, TX

About The Position

The Client Support Specialist (CSS) Team Lead oversees the CSS team’s daily operations and performance, ensuring departmental KPIs and service standards are consistently achieved. The role is a primary resource for team members, Account Executives, and internal departments, providing leadership, guidance, and operational support. It also oversees Coordination of Benefits (COB) activities, supports account management initiatives, and ensures timely and accurate communication with clients, brokers, providers, and internal stakeholders. The position includes directly supervising Client Support Specialists, monitoring team performance, coaching and training team members, resolving escalated issues, and identifying ways to improve workflow and service delivery. It requires strong knowledge of health plan benefits and claims operations, as well as the ability to collaborate across departments and maintain accurate documentation and reporting.

Requirements

At least 3 years of progressive experience in healthcare, insurance, client services, claims operations, or a related field.
At least 1 year of leadership experience in a supervisory or team lead capacity.
Strong understanding of health plan benefits, accumulators, claims processing, and Coordination of Benefits (COB).
Excellent verbal and written communication skills.
Strong organizational, analytical, and problem-solving abilities.
Ability to manage multiple priorities in a fast-paced environment and collaborate effectively across departments.
Proficiency in Microsoft Office applications, including Outlook, Excel, and Word.
Ability to build effective working relationships with clients, brokers, providers, Account Executives, and internal business partners.

Nice To Haves

Associate's or Bachelor's degree preferred.

Responsibilities

Monitor team performance against established KPIs, productivity goals, quality standards, and service expectations.
Oversee Coordination of Benefits (COB) claims activities to ensure accurate handling, timely resolution, and appropriate follow-up.
Partner with the Account Executive team to resolve client concerns, support account needs, and maintain a high level of customer service.
Ensure external communications, including emails and client inquiries, are tracked, monitored, and answered within established service standards.
Serve as an escalation point for complex client, provider, broker, and internal operational issues.
Maintain knowledge of benefit plans, including accumulators, deductibles, out-of-pocket maximums, and other plan design components, to support clients and internal teams.
Provide coaching, training, and day-to-day guidance to CSS team members.
Monitor workflow and identify opportunities to improve processes, efficiency, and service delivery.
Maintain accurate documentation, reporting, and issue tracking to support operational performance and accountability.
Perform other duties as required.
Directly supervise the Client Support Specialists team.