[Hiring] Patient Support Team Lead @GetixHealth

Role Description

The Patient Support Center Team Lead is responsible for ensuring patients receive the highest level of service and quality by assisting and supporting the staff to provide the best patient experience. The Lead is responsible for conducting new hire training, providing in-the-moment support by answering staff questions, and assisting with escalated patient issues. The Lead spends roughly a quarter of their time on standard tasks and workflows to assist with volume as they review live data and identify areas for improvement or support.

Key Responsibilities

• Lead the team to meet and exceed patient expectations regarding customer service
• Provide backup support to the team and ensure department goals are met
• Monitor call volume, prioritize work, and distribute workload effectively
• Track and measure team goals throughout the day and over time
• Monitor schedule adherence and minimize unnecessary distractions to ensure calls are answered timely
• Support department workflows including patient scheduling, responding to tickets, benefit verification, prior authorizations, and patient questions
• Respond to staff questions in designated communication channels
• Assist with escalated patient issues and provide guidance while documenting accordingly
• Conduct new hire training for patient scheduling, coordinator, and billing positions
• Communicate and reinforce new initiatives, workflow updates, and process improvements in partnership with leadership
• Maintain HIPAA compliance and confidentiality at all times
• Other duties as assigned

Qualifications

• High school diploma or GED required
• Bachelor’s degree preferred
• 1+ year of experience in a Patient Support Center preferred
• 2+ years of experience in customer service or healthcare settings required
• Previous leadership or team lead experience preferred
• Strong verbal and written communication skills
• Proficiency in Google Suite, Microsoft Office, and other computer systems
• Strong customer service mindset with compassion and professionalism
• Ability to maintain confidentiality and comply with HIPAA regulations

Skills & Competencies

• Strong leadership and coaching abilities
• Strong attention to detail and ability to maintain accurate records
• Ability to multitask and work in a fast-paced environment
• Ability to work independently and as part of a team
• Dependable, punctual, and able to manage time effectively
• Strong problem-solving and conflict resolution skills
• Excellent organizational and time management skills
• Professional communication and customer service skills
• Team-oriented mindset with the ability to motivate and support others

Work Environment & Physical Requirements

• Remote position requiring high-speed internet and a secure HIPAA-compliant workspace
• Prolonged sitting and regular computer use required
• Exposure to sensitive and confidential patient information
• Occasional overtime may be required based on workload and business demands

Benefits

• Comprehensive Health Coverage: Enjoy medical, dental, and vision plans available starting after 60 days of full-time employment.
• Life & Disability Insurance: Benefit from basic life/AD&D, short-term, and long-term disability coverage, with optional voluntary life/AD&D plans.
• 401(k) Plan: Eligible to participate in the company’s 401(k) plan after 6 months of continuous service.
• Paid Time Off (PTO): Start accruing PTO from your very first day of employment.
• Flexible Benefits: Customize your benefits package to fit your personal and family needs.