About this role
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 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.