Healthcare Call Center Unit Lead

This is a fully remote position, open to applicants in Texas.

📋 Description

• Deliver daily coaching, guidance, and operational assistance to Healthcare Call Center Representatives managing inquiries from members and providers.

• Support representatives in navigating complex customer scenarios, handling escalations, addressing system navigation, answering healthcare benefit queries, and resolving cases.

• Oversee team performance metrics, including quality, productivity, service levels, adherence to schedules, and accuracy of documentation.

• Recognize and implement opportunities for operational enhancements.

• Uphold established policies, procedures, compliance standards, and customer service expectations.

• Facilitate training initiatives and knowledge-sharing efforts.

• Collaborate with supervisors, Operations, Quality, Training, Workforce Management, and other support teams.

• Address operational requirements and ensure consistent service delivery.

• Act as a daily resource by reinforcing procedures, assisting with escalations, providing updates, and ensuring operational uniformity.

⛳️ Requirements

• A minimum of three (3) years of experience in customer service, call center operations, healthcare, insurance, Medicaid/Medicare, or a related field.

• Prior experience in roles such as Team Lead, Unit Lead, Senior Representative, Subject Matter Expert (SME), acting supervisor, or a similar leadership position is highly preferred.

• Preferred background in healthcare, including knowledge of benefits, eligibility, claims, Medicaid/Medicare, health insurance, pharmacy, or member/provider services.

• Excellent skills in coaching, communication, problem-solving, escalation management, and organization.

• Capability to assist employees in a dynamic remote work environment.

• Proficient in navigating multiple computer applications concurrently.

• Experience with contact center platforms, CRM systems, Microsoft Office, and healthcare-related systems is preferred.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage.

• 401(k) plans available.

• Employer matching for 401(k) contributions.

• Flexible vacation policy.

• Educational assistance programs.

• Leadership and technical development academies.

• Flexible work arrangements.

• Opportunities for learning and career growth.