Team Leader, Contact Center Operations

Healthcare Financial, Inc.•Boston, MA

12d•$65,000 - $75,000

About The Position

Healthcare Financial, Inc. (HFI) is seeking an experienced Member Advocate for a hands-on Team Lead role in its Social Security Contact Center. The role is approximately 50% operational support and 50% direct member advocacy. The Team Lead serves as an operational resource and subject matter expert, helping colleagues handle daily challenges and keeping work on track. Formal supervisory responsibilities—including hiring, performance reviews, disciplinary action, and time-off approvals—remain with management. The role is full-time, 40 hours per week, Monday through Friday, from 12 p.m. to 8 p.m. The employee must be able to work within the contiguous United States and the District of Columbia. HFI does not sponsor new applicants for employment authorization or provide immigration-related support for this position. The Massachusetts-based annual salary range is $65,000–$75,000. HFI describes its benefits package as including medical, dental, vision, life insurance, 401(k), paid time off, incentives, and flexible work options, with benefits offered from the date of hire.

Requirements

Associate degree in a related field, or an equivalent combination of education and experience.
At least two years of high-volume or production-based call center experience.
At least one to two years of experience as a Member Advocate.
Experience with Social Security, Medicare, or Medically Complex program operations.
Strong working knowledge of SSI/SSDI screening, application requirements, case documentation, and follow-up.
Ability to recognize patterns, solve problems, manage competing priorities, and adapt quickly.
Calm, supportive communication style and confidence helping peers navigate challenging situations.
Commitment to treating members with compassion, dignity, and respect.
Ability to work within the contiguous United States and the District of Columbia.
Availability to work full-time, 40 hours per week, Monday through Friday, from 12 p.m. to 8 p.m.

Responsibilities

Monitor call queues, dashboards, dialer activity, staffing availability, and workflows throughout the day.
Help Member Advocates navigate Social Security screenings, applications, documentation, case questions, and established procedures.
Identify workflow gaps, unusual call activity, and coverage concerns, and escalate issues to leadership when needed.
Assist with onboarding, job shadowing, refresher training, and day-to-day knowledge sharing.
Conduct member screenings and support SSI/SSDI application activities.
Complete follow-ups and maintain accurate case documentation.
Help the team remain productive and responsive while treating each member as an individual.
Serve as an operational resource and subject matter expert to colleagues.