Healthcare Customer Service Team Lead (Remote)

Customer Service Team Lead (Healthcare Call Center) 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? ✔️ Competitive Pay ✔️ Quarterly Bonus Opportunities ✔️ Growth & Advancement Opportunities ✔️ Inclusive, Supportive Culture ✔️ 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.