Team Lead Care Coordinator

Primecare Benefits Inc.•Enterprise, NV

1d•Remote

About The Position

PrimeCare Benefits Group is seeking an experienced, motivated, customer-focused Team Lead Care Coordinator to provide day-to-day guidance, coaching, training, and operational support to Care Coordinators. The role serves as a key resource for questions about referrals, authorizations, eligibility verification, and dental and vision benefits, while helping ensure members and providers receive accurate, timely, and professional service. The Team Lead works closely with the Senior Lead of Strategic Operations to maintain performance standards, improve workflows, and support departmental goals. This is a full-time, remote position with occasional mandatory onsite attendance for meetings, leadership training, and operational needs. It is hourly, non-exempt, and union-represented, subject to the applicable collective bargaining agreement. The work involves frequent phone communication, computer use, and team interaction. The employee must be able to remain seated and work at a computer for extended periods and maintain a quiet, professional, distraction-free workspace suitable for handling confidential information.

Requirements

High school diploma or equivalent.
Strong verbal and written communication skills.
Excellent customer service, problem-solving, and organizational abilities.
Ability to guide and support coworkers professionally and collaboratively.
Strong attention to detail and accuracy in data entry and documentation.
Ability to prioritize multiple responsibilities and work effectively in a fast-paced environment.
Proficiency with Microsoft Office and ability to navigate multiple software systems.
Ability to work independently and remain accountable in a remote environment.
Reliable internet connection and a quiet, professional workspace.
Ability to remain seated and work at a computer for extended periods.
Ability to maintain a professional, distraction-free workspace suitable for handling confidential information.

Nice To Haves

1–2 years of customer service or call center experience.
Previous experience in a team lead, training, mentoring, or coaching capacity.
Experience in dental, vision, health insurance, or managed care.
Knowledge of insurance eligibility verification, referrals, and prior authorizations.
Experience monitoring productivity, quality assurance, and workflow performance.
Bilingual communication skills.

Responsibilities

Provide day-to-day guidance, coaching, and operational support to Care Coordinators.
Serve as the primary team resource for referrals, authorizations, eligibility verification, and dental and vision benefit inquiries.
Monitor daily workloads and help distribute tasks to support timely completion.
Train and onboard new Care Coordinators and support ongoing employee development.
Assist with monitoring productivity, call quality, processing accuracy, and performance standards.
Identify workflow challenges and recommend improvements to efficiency and customer service.
Act as the first point of escalation for complex member, provider, and operational concerns.
Assist leadership with quality reviews, reporting, audits, and departmental projects.
Foster a positive, collaborative, and accountable team environment.
Answer incoming calls from members, providers, and office staff about dental and vision benefit plans.
Assist with eligibility verification, benefit coverage, referral and authorization status, and general plan inquiries.
Resolve member and provider concerns professionally, accurately, and efficiently.
Document interactions thoroughly in the appropriate systems.
Collaborate with internal departments to resolve claims, eligibility, authorization, and service-related issues.
Review, enter, and process dental and vision referrals and authorization requests, ensuring processing within 48 hours of receipt.
Review submitted requests for completeness and accuracy.
Assist team members with complex referrals, authorization requirements, and benefit-related questions.
Support compliance with established procedures, turnaround times, and quality standards.
Support call center performance goals, including an abandonment rate below 3% and an average speed to answer of less than 30 seconds.
Monitor team performance and help leadership identify opportunities for improvement.
Help maintain accuracy and consistency in referral and authorization processing.
Ensure professional communication and protection of confidential member information.
Follow HIPAA regulations, company policies, and applicable service requirements.
Participate in leadership meetings, training sessions, coaching, and operational reviews.