PAP Continuity Team Lead

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

📋 Description

• Guide and assist PAP Continuity agents via Teams chat and/or help desk phone line.

• Manage incoming and outgoing phone calls when call queues become congested.

• Act as a PAP Continuity subject matter expert for agent inquiries, workflows, and escalations.

• Provide support for inbound resupply calls and outreach to patients, including campaigns to recover lapsed patients.

• Monitor and evaluate inbound, outbound, and email interactions.

• Offer coaching and constructive feedback to agents.

• Conduct training sessions for new hires and refresher courses on PAP resupply, compliance, and retention strategies.

• Investigate and address escalated patient issues related to PAP therapy, resupply orders, billing, and service concerns.

• Clarify resupply eligibility, insurance coverage, compliance requirements, and order status to both agents and patients.

• Respond to real-time queries from agents via help desk and Teams chat.

• Support performance initiatives focusing on resupply conversion, save rates, quality scores, and patient experience.

• Assist the Call Center Manager as required.

⛳️ Requirements

• At least 1 year of experience in a call center environment, ideally within healthcare, medical billing, or insurance.

• Proficient in explaining patient responsibilities, insurance coverage, and/or medical billing concepts.

• Experience in coaching, mentoring, or providing peer support.

• Excellent communication, problem-solving, and critical-thinking abilities.

• Capability to multitask and adapt in a dynamic, high-volume setting.

• Ability to remain seated for extended periods while working on a computer and telephone.

• Skilled in managing multiple communication channels, including phone, chat, and email.

• Committed to maintaining compliance with company policies, HIPAA, and regulatory standards.

• Experience in the HME/DME industry, especially with PAP therapy or resupply programs (preferred).

• Prior experience as a Team Lead, Senior Agent, or in a leadership role (preferred).

• Familiarity with Brightree or similar EMR/billing systems (preferred).

• Background in inbound/outbound call blending and patient retention strategies (preferred).

🏝️ Benefits

• Fully remote work arrangement.

• Opportunities for professional growth and internal development.

• Hands-on leadership experience.

• Increased visibility and the chance to impact team performance.

• Clear advancement path towards supervisory or management roles.