Team Lead (TL) – Job Description

Job Summary

The Team Lead is responsible for supporting day-to-day Patient Access operations in a remote call center environment. This includes monitoring real-time performance, ensuring schedule adherence, coaching and developing team members, and maintaining quality, productivity, and client/patient experience standards.

The Team Lead works closely with Floor Managers, Workforce Management (WFM), Quality Assurance (QA), and Training teams to ensure proper coverage and consistent execution of Call 4 Health policies and client requirements.

Essential Duties and Responsibilities

• Monitor real-time production and service levels (queues, wait times, dashboards) and escalate risks to coverage or performance as needed.
• Support schedule adherence by verifying log-in readiness at shift start, monitoring adherence throughout the day, and coordinating with WFM/Floor Manager to address variances.
• Provide day-to-day supervision of assigned Patient Access Representatives (PCRs), including coaching, reinforcement of expectations, and recognition.
• Deliver timely performance feedback on quality, productivity, adherence, and attendance; document coaching discussions per company procedures.
• Reinforce call quality by ensuring compliance with scripts, verification, and documentation standards; partner with QA and Training for targeted coaching and retraining as needed.
• Handle escalations from patients or clients professionally and promptly; document outcomes and ensure appropriate follow-up.
• Maintain accurate records of attendance, tardiness, and schedule variances; ensure employees follow call-out procedures and escalation requirements.
• Create and manage tickets in the Call 4 Health system; track to resolution and communicate updates to stakeholders.
• Prepare and provide routine operational updates to the Floor Manager (e.g., attendance trends, performance risks, coaching activity, escalation themes).
• Assist with onboarding, mentoring, and shadowing of new hires; reinforce performance expectations and operational standards.
• Support performance review processes as assigned, including gathering performance data and documented feedback.
• Perform other duties as assigned based on department, client, or company needs.

Supervisory Responsibilities

• Provide day-to-day guidance, coaching, and performance oversight for approximately 15 employees (or as assigned).
• Assist with selection, onboarding, training reinforcement, and performance assessment in partnership with the Floor Manager.

Education and Experience

• Associate’s degree in Business Administration, Healthcare Administration, or a related field (or equivalent combination of education and experience).
• Prior call center or customer service experience required; healthcare call center experience preferred.
• Previous Team Lead, Supervisor, or equivalent leadership experience preferred.

Knowledge, Skills, and Abilities

• Strong written and verbal communication skills with a professional customer service presence.
• Ability to coach, motivate, and hold employees accountable while maintaining a respectful and supportive approach.
• Ability to multitask and prioritize in a fast-paced, real-time production environment.
• Proficiency with computers and business systems; ability to navigate multiple applications simultaneously (phone systems, EHR/client portals, ticketing systems, reporting tools).
• Data-driven mindset with the ability to interpret reports and translate metrics into actionable coaching and operational improvements.
• Dependable attendance and punctuality with consistent adherence to schedules.
• Team-oriented, adaptable, and committed to continuous improvement.

Tools and Equipment

• Computer (word processing, spreadsheets, email, web-based applications)
• Phone/softphone and headset
• Printer/scanner (as applicable)
• Standard office or remote work equipment

Remote Work Requirements

• Maintain a private, professional, and distraction-free workspace.
• Ensure calls cannot be overheard; adhere to all confidentiality and security procedures.
• Be camera-ready for required trainings and meetings.
• Comply with dress code requirements (business casual unless otherwise directed).

Physical Requirements

• Prolonged sitting, with frequent talking, hearing, and viewing of computer monitors.
• Occasional standing or walking; use of hands for typing and operating equipment.
• Ability to communicate effectively via phone and video conferencing.

Work Environment

• Fast-paced, metrics-driven call center environment (remote and/or office).
• Frequent changes based on client and business needs.
• Ability to maintain professional relationships with diverse personalities and communication styles.
• Ability to manage stress and respond calmly to escalations and shifting priorities.

Schedule & Availability

This is a part-time weekend position requiring availability on:

• Friday: 2:00 PM – 10:00 PM EST
• Saturday: 2:00 PM – 11:00 PM EST
• Sunday: 12:00 PM – 9:00 PM EST

Weekend availability is required.

Disclaimer

This job description is not intended to be an exhaustive list of duties, responsibilities, or qualifications. It may be modified at any time, with or without notice, based on department, client, or company needs.