Healthcare Customer Service Team Lead (Remote)

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.

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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: $19–$20/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 Coverage: Medical, dental, and vision (available after 90 days)

Life & Disability Insurance: Company-paid with voluntary options

401(k) Plan: Eligible after 6 months of service

Paid Time Off (PTO): Accrual begins on day one

Flexibility: Benefits programs may be updated as needed

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.