Healthcare Customer Service Team Lead (Remote)
About The Position
GetixHealth is seeking a Customer Service Team Lead for their healthcare call center. This role involves overseeing a team of Customer Service Representatives who handle patient inquiries regarding billing, payments, medical claims, insurance coverage, and benefits. The position requires a blend of hands-on leadership and operational support, focusing on coaching, monitoring, and developing team members to ensure productivity, quality, compliance, and client satisfaction. The Team Lead will also act as a key escalation point and contribute to process and team performance improvements.
Requirements
- High school diploma or GED required
- 2–5 years of healthcare revenue cycle experience
- Proven experience working in high-volume, multi-system environments
- Strong leadership and team development skills
- Excellent verbal, written, and interpersonal communication
- Advanced problem-solving and conflict resolution abilities
- High attention to detail with strong compliance awareness
- Ability to manage competing priorities in a fast-paced environment
- Proficiency in Microsoft Office and ability to learn new technologies
Nice To Haves
- Additional education preferred
- 2+ years in a lead or supervisory role
- EPIC experience strongly preferred
- Strong knowledge of Medicaid, Medicare, Workers' Compensation, and liability claims preferred
- Bilingual skills are a plus
Responsibilities
- Lead, coach, and motivate a team to meet and exceed productivity and quality goals.
- Conduct regular coaching sessions, including monthly 1:1s and real-time feedback.
- Support onboarding and training of new hires.
- Foster a positive, accountable, and high-performance team culture.
- Monitor daily call activity (60+ calls/day per CSR) and ensure service standards are met.
- Track team metrics and performance trends; implement improvement strategies.
- Assist with scheduling and ensure proper call coverage.
- Support staff with system, workflow, and telephony issues.
- Handle escalated patient concerns involving billing, claims, and insurance inquiries.
- Ensure timely and accurate resolution of complex issues.
- Partner with internal departments and clients to maintain high service levels.
- Ensure strict adherence to HIPAA and company confidentiality standards.
- Identify process gaps and recommend improvements for efficiency and quality.
- Support departmental initiatives and continuous improvement efforts.
- Work cross-functionally with leadership, peers, and clients.
- Maintain clear, professional communication in a fast-paced, high-volume environment.
- Lead by example in professionalism, accountability, and service excellence.
Benefits
- Competitive Pay
- Quarterly Bonus Opportunities
- Growth & Advancement Opportunities
- Inclusive, Supportive Culture
- Meaningful Work in Healthcare
- Comprehensive Health Coverage: Medical, dental, and vision (available after 90 days)
- Life & Disability Insurance: Company-paid with voluntary options
- 401(k) Plan: Eligible after 6 months of service
- Paid Time Off (PTO): Accrual begins on day one
- Flexibility: Benefits programs may be updated as needed
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
