Clinical Support Team Lead
About The Position
We’re excited to announce an internal opportunity to step into a leadership role on our growing Patient Services team! We’re seeking a motivated, collaborative, and proactive individual to serve as an Inbound Team Lead. This is a key leadership role that strengthens daily support for our inbound agents and elevates the patient experience. As Team Lead, you’ll serve as the right hand to the Director of Patient Services and a vital day-to-day support for our inbound call center agents. You’ll lead a team of ~7 agents handling a wide range of patient needs including: DME orders and resupply questions Equipment troubleshooting (CPAP/BiPAP/APAP, masks, etc.) Billing inquiries Appointment scheduling (sleep & neuro provider appointments & mask fitting appointments) Other general sleep apnea education and support This role is focused on coaching, real-time support, and driving a high-quality, consistent patient experience — while ensuring team performance across key inbound metrics.
Requirements
- Proven track record of strong performance in your current role
- Minimum 6 months in current position
- Full-time availability
- Strong communication skills — able to coach with clarity, empathy, and confidence
- Ability to handle complex or sensitive patient situations professionally
- Strong problem-solving skills and the ability to think through scenarios in real time
- Organized, dependable, and proactive
- No active disciplinary actions
Nice To Haves
- Experience helping peers or informally leading is a strong plus
Responsibilities
- Serve as the first point of contact for agent questions, patient escalations, and workflow clarification
- Support agents in real-time with troubleshooting, billing questions, and complex patient scenarios
- Help ensure calls are handled with both efficiency and empathy
- Conduct regular 1:1 coaching sessions focused on call quality, accuracy, and patient experience
- Provide actionable feedback using call reviews and performance data
- Identify skill gaps (communication, troubleshooting, system use) and help develop agents accordingly
- Monitor and drive team performance across key inbound metrics (AR, AHT, FCR, QA-call coaching, call resolution)
- Reinforce accountability while maintaining a supportive team environment
- Help agents balance speed, accuracy, and patient care
- Assist with coverage by stepping in on calls when needed
- Support scheduling, payroll questions, and day-to-day operational needs
- Partner with leadership to identify trends and improve team performance
- Help refine workflows for scheduling, billing, and DME support
- Identify opportunities to reduce repeat calls and improve patient understanding
- Contribute to SOP updates and new process rollouts
- Help designing future bonus structures and process improvements
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
