Customer Service Operations Lead

R1 is the leading provider of technology-driven solutions that transform the patient experience and financial performance of hospitals, health systems and medical groups. We are the one company that combines the deep expertise of a global workforce of revenue cycle professionals with the industry’s most advanced technology platform, encompassing sophisticated analytics, AI, intelligent automation, and workflow orchestration.  

As our Customer Service Operations Lead, you will provide oversight of Team Lead(s), a team of representatives for one or more of our clients. You will serve as the primary operational liaison between onshore leadership, offshore leadership teams, and the client, ensuring alignment on expectations, performance, and continuous improvement initiatives. 

To thrive in this role, you must have prior experience in a Leadership role of a high-volume Call Center within the healthcare revenue cycle industry. We are looking for experienced supervisors who enjoy driving their team to success by providing knowledge of the client objectives and the leadership and training to achieve them.  

Here’s what you’ll experience working as a Customer Service Operations Lead:  

• Maintain and analyze KPI reporting, ACD metrics, and continuous improvement programs to drive performance and operational excellence. 

• Act as the primary go-between for offshore leadership teams and the client, ensuring consistent communication, clarity of objectives, and rapid issue resolution. 

• Partner with offshore leaders to ensure workflows and quality standards align with client expectations. 

• Working with EMR systems such as EPIC, Meditech or Cerner to strategically support clients, meeting or surpassing their objectives.  

• Working knowledge of EOBs and authorizations/referrals.  

• You have management experience in a fast-paced call center team that handles anywhere from 40-100+ calls per day, per Representative.  

• Maintaining a level of performance that ensures success for your client’s objectives.  

• Creating a solid virtual Team through regular communication with your Team Leads and Representatives.  

To succeed in this role, you must have: 

• High school diploma, preferred  
• 5 years of leadership experience in a healthcare call center