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. Position DetailsPosition Type: Full-TimePotential Start Date: 6/8/2026Location: Remote (equipment provided; must pass internet speed test)Reports To: Customer Service SupervisorCompensation: $19-$20/hour + quarterly bonus eligibilitySchedule 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 & CoachingLead, coach, and motivate a team to meet and exceed productivity and quality goalsConduct regular coaching sessions, including monthly 1:1s and real-time feedbackSupport onboarding and training of new hiresFoster a positive, accountable, and high-performance team culture Operational OversightMonitor daily call activity (60+ calls/day per CSR) and ensure service standards are metTrack team metrics and performance trends; implement improvement strategiesAssist with scheduling and ensure proper call coverageSupport staff with system, workflow, and telephony issues Customer & Escalation ManagementHandle escalated patient concerns involving billing, claims, and insurance inquiriesEnsure timely and accurate resolution of complex issuesPartner with internal departments and clients to maintain high service levels Compliance & Process ImprovementEnsure strict adherence to HIPAA and company confidentiality standardsIdentify process gaps and recommend improvements for efficiency and qualitySupport departmental initiatives and continuous improvement efforts Collaboration & CommunicationWork cross-functionally with leadership, peers, and clientsMaintain clear, professional communication in a fast-paced, high-volume environmentLead by example in professionalism, accountability, and service excellence Education & Experience:High school diploma or GED required; additional education preferred2-5 years of healthcare revenue cycle experience (required)2+ years in a lead or supervisory role (preferred)EPIC experience strongly preferredStrong knowledge of Medicaid, Medicare, Workers' Compensation, and liability claims preferredProven experience working in high-volume, multi-system environments Skills & Qualifications:Strong leadership and team development skillsExcellent verbal, written, and interpersonal communicationAdvanced problem-solving and conflict resolution abilitiesHigh attention to detail with strong compliance awarenessAbility to manage competing priorities in a fast-paced environmentProficiency in Microsoft Office and ability to learn new technologiesBilingual skills are a plus Additional Notes:This is a fast-paced, high-volume environment requiring multitasking across systems and patient interactionsTeam 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 & IncentivesComprehensive Health Coverage: Medical, dental, and vision (available after 90 days)Life & Disability Insurance: Company-paid with voluntary options401(k) Plan: Eligible after 6 months of servicePaid Time Off (PTO): Accrual begins on day oneFlexibility: 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. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.