Remote Healthcare Customer Service Team Lead (Remote)
hace 12 días
El Paso
Calling All Natural-Born Leaders! Do you love solving problems, motivating people, and making a real impact in healthcare? At GetixHealth, we’re not just answering phones — we’re guiding patients, empowering teams, and leading with heart. We’re hiring a Customer Service Team Lead to oversee a high-performing team supporting our healthcare clients with early-out account services, patient inquiries, and billing support. If you're a strong communicator, a natural coach, and have experience in healthcare or revenue cycle management, this is your opportunity to lead, grow, and make a difference every day. Position Details • Position Type: Full-Time, • Potential Start Date: 6/8/2026, • Location: Remote (equipment provided; must pass internet speed test), • Reports To: Customer Service Supervisor, • Compensation: $19–$20/hour + quarterly bonus eligibility, • Schedule Hours: Monday–Friday, 10:30am - 7:00pm CST Position Overview As a Customer Service Team Lead at GetixHealth, you will oversee a team of Customer Service Representatives who manage high-volume patient inquiries related to billing, payments, medical claims, insurance coverage, and benefits. This role blends hands-on leadership and operational support, requiring you to coach, monitor, and develop team members while ensuring productivity, quality, compliance, and client satisfaction. You will also serve as a key escalation point and play an active role in improving processes and team performance. Key Responsibilities: Team Leadership & Coaching • Lead, coach, and motivate a team to meet and exceed productivity and quality goals, • Conduct regular coaching sessions, including monthly 1:1s and real-time feedback, • Support onboarding and training of new hires, • Foster a positive, accountable, and high-performance team culture Operational Oversight • Monitor daily call activity (60+ calls/day per CSR) and ensure service standards are met, • Track team metrics and performance trends; implement improvement strategies, • Assist with scheduling and ensure proper call coverage, • Support staff with system, workflow, and telephony issues Customer & Escalation Management • Handle escalated patient concerns involving billing, claims, and insurance inquiries, • Ensure timely and accurate resolution of complex issues, • Partner with internal departments and clients to maintain high service levels Compliance & Process Improvement • Ensure strict adherence to HIPAA and company confidentiality standards, • Identify process gaps and recommend improvements for efficiency and quality, • Support departmental initiatives and continuous improvement efforts Collaboration & Communication • Work cross-functionally with leadership, peers, and clients, • Maintain clear, professional communication in a fast-paced, high-volume environment, • Lead by example in professionalism, accountability, and service excellence Education & Experience: • High school diploma or GED required; additional education preferred, • 2–5 years of healthcare revenue cycle experience (required), • 2+ years in a lead or supervisory role (preferred), • EPIC experience strongly preferred, • Strong knowledge of Medicaid, Medicare, Workers' Compensation, and liability claims preferred, • Proven experience working in high-volume, multi-system environments Skills & Qualifications: • Strong leadership and team development skills, • Excellent verbal, written, and interpersonal communication, • Advanced problem-solving and conflict resolution abilities, • High attention to detail with strong compliance awareness, • Ability to manage competing priorities in a fast-paced environment, • Proficiency in Microsoft Office and ability to learn new technologies, • Bilingual skills are a plus Additional Notes: • This is a fast-paced, high-volume environment requiring multitasking across systems and patient interactions, • Team Leads are expected to support their team daily while driving performance and continuous improvement Why Join Us? âï¸ Competitive Pay âï¸ Quarterly Bonus Opportunities âï¸ Growth & Advancement Opportunities âï¸ Inclusive, Supportive Culture âï¸ Meaningful Work in Healthcare Benefits & Incentives • Comprehensive Health Coverage: Medical, dental, and vision (available after 90 days), • Life & Disability Insurance: Company-paid with voluntary options, • 401(k) Plan: Eligible after 6 months of service, • Paid Time Off (PTO): Accrual begins on day one, • Flexibility: Benefits programs may be updated as needed Note: This job description outlines primary duties and is not an exhaustive list of responsibilities. GetixHealth is an Equal Opportunity Employer and participates in E-Verify.