Esri technology helps people solve some of the world’s most difficult problems.

Team Lead – Bilingual (Spanish/English)

Call Center RepresentativeCall Center RepresentativeFull TimeRemoteTeam 5,001-10,000Since 1969H1B SponsorCompany Site LinkedIn

Location

Florida + 4 more

Posted

20 days ago

Salary

Not specified

Associate Degree2 yrs expEnglish

Job 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, and 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. • 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. • Deliver timely performance feedback on quality, productivity, adherence, and attendance; document coaching discussions per company procedures.

Job Requirements

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.
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).

Benefits

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).