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Role Description

The Team Lead is responsible for supporting day-to-day Patient Access operations in a remote call center environment. This includes:

• Monitoring real-time performance
• Ensuring schedule adherence
• Coaching and developing team members
• Maintaining quality, productivity, and client/patient experience standards

The Team Lead works closely with Floor Managers, Workforce Management (WFM), Quality Assurance (QA), and Training teams to ensure coverage and consistent execution of Call 4 Health policies and client requirements.

Qualifications

• Associate’s degree in Business Administration, Healthcare Administration, or related field (or equivalent combination of education and experience)
• Prior call center or customer service experience required; healthcare call center experience preferred
• Previous Team Lead, Supervisor, or equivalent leadership experience preferred

Requirements

• Monitor real-time production and service levels (queues, wait times, dashboards) and escalate risks to coverage or performance as needed
• Support schedule adherence by verifying log-in readiness at shift start, monitoring adherence throughout the day, and coordinating with WFM/Floor Manager to address variances
• Provide day-to-day supervision of assigned Patient Access Representatives (PCRs), including coaching, reinforcement of expectations, and recognition
• Deliver timely performance feedback on quality, productivity, adherence, and attendance; document coaching discussions per company procedures
• Reinforce call quality by ensuring compliance with scripts, verification, and documentation standards; partner with QA/Training for targeted coaching and re-training as needed
• Handle escalations from patients or clients professionally and promptly; document outcomes and ensure appropriate follow-up
• Maintain accurate records of attendance, tardiness, and schedule variances; ensure employees follow call-out procedures and escalation requirements
• Create and manage tickets in the Call 4 Health system; track to resolution and communicate updates to stakeholders
• Prepare and provide routine operational updates to the Floor Manager (e.g., attendance trends, performance risks, coaching activity, escalation themes)
• Assist with onboarding, mentoring, and shadowing of new hires; reinforce performance expectations and operational standards
• Support annual and periodic performance review processes as assigned, including collection of performance data and documented feedback
• Perform other duties as assigned based on department, client, or company needs

Supervisory Responsibilities

• Provide day-to-day guidance, coaching, and performance oversight for up to approximately 15 employees (or as assigned)
• Assist with selection, onboarding, training reinforcement, and performance assessment in partnership with the Floor Manager

Knowledge, Skills, and Abilities

• Strong written and verbal communication skills; professional customer service presence
• Ability to coach, motivate, and hold employees accountable while maintaining a respectful, supportive approach
• Ability to multitask and prioritize in a fast-paced, real-time production environment
• Proficient with computers and business systems; able to navigate multiple applications simultaneously (phone system, EHR/client portals, ticketing, reporting)
• Data-driven approach: ability to interpret reports and metrics and translate them into coaching actions and operational improvements
• Dependable attendance and punctuality; consistent adherence to schedules and operational needs
• Team-oriented, receptive to feedback, and committed to continuous improvement

Tools and Equipment Used

• Computer (word processing, spreadsheets, email, database/web applications)
• Phone/softphone and headset
• Printer/scanner (as applicable)
• Other standard office or remote work equipment

Remote Work Requirements

• Maintain a private, professional, distraction- and noise-free workspace to protect confidentiality and support call quality
• Ensure calls cannot be overheard by others; follow all confidentiality and security procedures for systems and data access
• Be camera-ready for required trainings and meetings
• Comply with dress code requirements for the role (business casual for Team Leads, unless otherwise directed)

Physical Requirements

• Frequent sitting for extended periods; talking, hearing, and viewing computer monitors
• Occasional standing or walking; use of hands for keyboarding and operating office equipment
• Ability to communicate effectively via phone and video conferencing

Work Environment

• Fast-paced, metrics-driven call center environment (remote and/or office) with frequent changes based on client and business needs
• Ability to maintain professional working relationships with individuals of varying personalities and communication styles
• Ability to manage stress and respond calmly to escalations and shifting priorities

Disclaimer

This job description is not intended to be an exhaustive list of duties, responsibilities, or qualifications. It may be modified at any time, with or without notice, based on department, client, and/or company needs.