Team Lead, Patient Support Center

📋 Description

• Lead daily Patient Support Center operations, including call queues, workflows, staffing coverage
• Operate as a player-coach, dedicating approximately 80% of time to supervisory responsibilities and
• Coordinate daily priorities, workflow changes, and coverage requirements in partnership with the
• Serve as an escalation point for complex or unresolved patient concerns, providing timely
• Support weekday and weekend extended-hours escalation coverage as required.
• Ensure adherence to policies, procedures, HIPAA requirements, documentation standards, and quality

🎯 Requirements

• 3–5+ years of experience in healthcare, call center operations, patient access, customer service
• Previous team lead or supervisory experience is preferred.
• Demonstrated experience coaching, training, or supporting frontline employees in a goal-oriented
• Strong understanding of call center workflows, service levels, documentation requirements, and
• Familiarity with insurance plans, scheduling workflows, EMR systems, and patient access processes
• Strong computer skills and the ability to navigate multiple systems and communication channels

🎁 Benefits

• Fully remote position within the United States.
• Full-time employment.
• Leadership opportunity within a growing outpatient mental healthcare environment.
• Player-coach role combining team leadership, professional development, and operational
• Opportunity to directly contribute to patient access and experience.
• Collaborative environment focused on coaching, accountability, learning, and continuous improvement.