Contact Center Lead

Contact Center Lead, responsible for managing daily performance and providing coaching in a full-time, remote role within a healthcare contact center. Key ResponsibilitiesAssist in managing team performance and provide real-time coaching and support Handle escalations and ensure timely investigation and resolution of issues Coordinate with clinics and support teams to resolve complex member issuesRequired Qualifications2+ years in a healthcare contact center, with at least 1 year in a lead or SME role Familiarity with primary care contact center processes and healthcare insurance Experience supporting team performance against service levels and quality metrics Proficiency in handling on-phone and off-phone escalations Knowledge of HIPAA compliance and documentation skills for issue resolution