Team Leader, Contact Center Operations

Healthcare Financial•Boston, MA

About The Position

Healthcare Financial, Inc. (HFI) is hiring an experienced Member Advocate for a hands-on Team Lead role supporting its Social Security Contact Center. The position 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 keep work on track. Formal supervisory duties—including hiring, performance reviews, disciplinary action, and time-off approvals—remain with management. The role supports members seeking Social Security programs and benefits, including SSI/SSDI screening and application assistance. It also helps the team maintain responsive workflows, accurate case documentation, and compassionate service. The position is full-time, 40 hours per week, Monday through Friday, from 12 p.m. to 8 p.m., and requires the ability to work within the contiguous United States and the District of Columbia. HFI lists a Massachusetts-based annual salary range of $65,000–$75,000.

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.

Responsibilities

Monitor call queues, dashboards, dialer activity, staffing availability, and workflow throughout the day.
Help Member Advocates navigate Social Security screenings, applications, documentation, case questions, and established procedures.
Recognize workflow gaps, unusual call activity, and coverage concerns, escalating issues to leadership when needed.
Assist with onboarding, job shadowing, refresher training, and day-to-day knowledge sharing.
Conduct member screenings, support SSI/SSDI application activities, complete follow-ups, and maintain accurate case documentation.
Help the team stay productive and responsive while keeping members’ individual needs in mind.