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: $20 - $21 per 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 Benefits: Choose from a variety of medical, dental, and vision plans designed to support your overall well-being.
• Life & Disability Coverage: Receive company-paid Basic Life and AD&D insurance, short-term and long-term disability coverage, with the option to purchase additional voluntary Life and AD&D benefits.
• 401(k) Retirement Plan: Become eligible to participate in the company's 401(k) plan on the first day of the quarter following three months of continuous employment, with a company match to help you invest in your future.
• Paid Time Off: Begin accruing PTO on your first day of employment, promoting a healthy work-life balance from the start.
• Flexible Benefit Options: Tailor your benefits package with a variety of options to meet your individual and family needs.

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.

Experience

• HealthCare
• Call Center
• Manager
• Team Lead

Education

• High School or better

Behaviors

• Thought Provoking: Capable of making others think deeply on a subject
• Leader: Inspires teammates to follow them
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Dedicated: Devoted to a task or purpose with loyalty or integrity

Motivations

• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
• Self-Starter: Inspired to perform without outside help
• Work-Life Balance: Inspired to perform well by having ample time to pursue work and interests outside of work

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 (https://www.eeoc.gov/poster) notice from the Department of Labor.