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.