[Hiring] Team Leader, Contact Center Operations @5813c835-5f40-4cab-ab2a-29cef77339bc

Role Description

At Healthcare Financial, Inc. (HFI), we're looking for an experienced Member Advocate who can bring operational know-how, sound judgment, and a collaborative approach to our Social Security Contact Center. This is a hands-on Team Lead role for someone who enjoys helping others succeed while staying connected to the work that matters.

This is a true working Team Lead position, with approximately 50% operational support and 50% direct member advocacy.

• Monitor call queues, dashboards, dialer activity, staffing availability, and workflow throughout the day.
• Help Member Advocates navigate Social Security screenings, applications, documentation, case questions, and established procedures.
• Recognize workflow gaps, unusual call activity, and coverage concerns, escalating issues to leadership when needed.
• Assist with onboarding, job shadowing, refresher training, and day-to-day knowledge sharing.
• Conduct member screenings, support SSI/SSDI application activities, complete follow-ups, and maintain accurate case documentation.
• Help the team stay productive and responsive without losing sight of the individual behind every call.

Qualifications

• Experience, initiative, and a genuine understanding of what it takes to succeed in a high-volume contact center.
• Associate degree in a related field, or an equivalent combination of education and experience, is required.
• At least two years of high-volume or production-based call center experience.
• At least one to two years of experience as a Member Advocate.
• Experience with Social Security, Medicare, or Medically Complex program operations.
• Strong working knowledge of SSI/SSDI screening, application requirements, case documentation, and follow-up.
• The ability to recognize patterns, solve problems, manage competing priorities, and adapt quickly.
• A calm, supportive communication style and the confidence to help peers navigate challenging situations.
• A commitment to treating members with compassion, dignity, and respect.

Requirements

• Work Schedule: Full-Time Hours (40 hrs./week) Monday – Friday, 12-8 pm.
• Ability to work within the contiguous United States (known as the 48 U.S. states that share a border and the District of Columbia).

Benefits

• Help vulnerable members access healthcare programs and benefits that can improve their quality of life.
• Join a team that values compassion, advocacy, collaboration, and treating employees with respect.
• Build your healthcare, member advocacy, and professional skills while gaining experience in a growing organization.
• Enjoy flexible work options and a supportive environment designed to help you succeed both professionally and personally.
• Competitive compensation and a comprehensive benefits package, including medical, dental, vision, life insurance, 401(k), paid time off, incentives, and flexible work options.
• Benefits are offered from the date of hire.