Eligibility Team Lead

Capitol Bridge, LLC.•Columbia, SC

3d•$45,000 - $45,000•Onsite

About The Position

Capitol Bridge is seeking an experienced and people-focused Eligibility Team Lead to support our South Carolina operations. The Eligibility Team Lead is responsible for the day-to-day leadership, coaching, and operational support of a team of Eligibility Case Managers. This role serves as the first level of leadership for frontline staff and is responsible for ensuring the team consistently meets expectations for productivity, quality, timeliness, attendance, and compliance. The ideal candidate is an engaged leader who communicates clearly, develops their team, addresses issues proactively, and creates an environment where employees understand what is expected of them, how their performance is measured, and how their work contributes to the overall success of the program. Employment is contingent upon verification of eligibility to work in the United States and successful completion of all required background screening.

Requirements

Minimum of two (2) years of supervisory, team lead, or leadership experience required.
Strong written and verbal communication skills.
Demonstrated experience coaching, mentoring, and providing performance feedback.
Strong problem-solving, decision-making, and conflict-resolution skills.
Ability to manage competing priorities in a fast-paced, deadline-driven environment.
Strong attention to detail and ability to maintain accurate documentation.
Must successfully complete and pass all required background screenings.

Nice To Haves

Bachelor's degree in Business Administration, Management, Supervision, or a related field preferred; an equivalent combination of education, training, and relevant experience may be considered.
Experience working in case management, healthcare, government contracting, eligibility, customer service, or another high-volume operational environment preferred.
Call center or production-based operations experience is a plus.

Responsibilities

Provide daily leadership, direction, and support to assigned Eligibility Case Managers.
Set and reinforce clear expectations for productivity, quality, attendance, professionalism, and case management.
Monitor individual and team performance against established operational goals, service levels, and quality standards.
Coach employees regularly and provide timely, specific, and actionable performance feedback.
Recognize strong performance while addressing performance or behavioral concerns promptly and consistently.
Monitor daily workflow, case queues, assignments, and workload distribution to support timely case progression and balanced workloads.
Identify cases, trends, operational barriers, or performance concerns requiring escalation and ensure appropriate follow-through.
Serve as the first point of escalation for Case Manager questions, concerns, and operational issues.
Reinforce established policies, procedures, work instructions, and client requirements.
Communicate operational updates, process changes, and expectations clearly and consistently to the team.
Monitor attendance, schedule adherence, time-off compliance, and staffing coverage.
Partner with program leadership, Quality, Training, Compliance, and other support functions to address performance gaps and implement operational improvements.
Support employee development through coaching, mentoring, knowledge sharing, and ongoing feedback.
Foster a culture of accountability, professionalism, collaboration, respect, and open communication.
Participate in leadership meetings, operational reviews, and other program activities as required.
Maintain appropriate documentation related to employee coaching, performance, and operational issues.
Perform other related duties as assigned based on program and business needs.