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: $20 - $21 per 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 Benefits: Choose from a variety of medical, dental, and vision plans designed to support your overall well-being.
- Life & Disability Coverage: Receive company-paid Basic Life and AD&D insurance, short-term and long-term disability coverage, with the option to purchase additional voluntary Life and AD&D benefits.
- 401(k) Retirement Plan: Become eligible to participate in the company's 401(k) plan on the first day of the quarter following three months of continuous employment, with a company match to help you invest in your future.
- Paid Time Off: Begin accruing PTO on your first day of employment, promoting a healthy work-life balance from the start.
- Flexible Benefit Options: Tailor your benefits package with a variety of options to meet your individual and family needs.
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.
