[Hiring] Healthcare Customer Service Team Lead @GetixHealth

Role Description

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

Qualifications

• 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

Requirements

• 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

Benefits

• 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