Healthcare Call Center Team Lead

As a Healthcare Call Center Team Lead, you play a pivotal role in ensuring that our organization effectively communicates with both patients and employees. Your commitment to patient-centric and employee-centric communication will be instrumental in driving our success. The Healthcare Call Center Team Lead, or as we call it at Quest, the Patient Acquisition Team Lead will lead by example, providing guidance, support, and coaching to the team to continuously improve the patient onboarding experience.

Key Responsibilities:

• Leadership: Oversee a team of Patient Acquisition Specialists, providing direction, support, and mentorship to ensure the highest level of service delivery.
• Team Engagement: Foster a positive and supportive work environment that encourages teamwork, creativity, and professional growth among team members.
• Patient Interaction Oversight: Oversee patient interactions conducted by the team, ensuring they are conducted with empathy, professionalism, and adherence to company standards.
• Performance Monitoring and Evaluation: Monitor team performance metrics such as patient intakes, call volume, and patient transfers and implement strategies to improve performance as needed.
• Training and Development: Ensure team is adhering to any procedural updates and provide additional support to new specialists after their training and nesting period.
• Quality Assurance: Implement quality assurance measures to ensure consistency and accuracy in patient interactions, including call monitoring, feedback sessions, and performance reviews.
• Issue Resolution: Provide guidance and support to team members to facilitate timely and effective resolution of technical and in-call issues such as minor software issues and questions while processing new patients.
• Collaboration and Communication: Communicate regularly with departmental leaders to provide updates on team performance and patient feedback.
• Compliance and Privacy: Ensure compliance with all privacy and healthcare regulations, such as HIPAA, and company policies related to patient information handling and confidentiality.
• Continuous Improvement: Identify opportunities for process improvement and innovation to enhance the patient experience and drive overall organizational success.

• Call Center experience (1-2 years, preferred).
• Proven track record in a leadership role (team lead or higher) (2+ years).
• Experience in healthcare field, specifically patient services and/or quality assurance (1+ years, preferred).
• Computer and technological literacy.
• Knowledge of insurance policies and requirements.
• Excellent written and verbal communication.
• Self-motivation, time-management, and deductive problem-solving skills.
• Intuitive human relation and motivational skills.
• Work well both independently and as part of a team.
• Work location: Hybrid work from home (less than 25% of time in-office).