UST HealthProof · 2 weeks ago
Call Center Team Lead
United States
Full-time
Remote
Mid, Senior Level
$55K/yr - $70K/yr
5+ years expUST HealthProof is a trusted partner for health plans, offering an integrated ecosystem for health plan operations. They are seeking a highly energetic and collaborative Call Center Team Lead responsible for managing a team, ensuring high-quality operations, and collaborating with clients to meet performance targets.
Hospital & Health Care
Responsibilities
Be responsible for directly managing a staff of 15-20 associates
Be responsible for day-to-day interaction with client organization to help run a high-quality Call Center operation
Implement a daily operations governance process to analyze, prioritize and deliver daily, weekly, monthly targets
Collaborate with the client in creating Call Center reports (inventory, production, productivity, priority and forecasting) to meet and exceed all production Service Level Agreements (SLA)
Collaborate with client and Audit team to understand and establish a robust Quality program – to measure, analyze, root cause analysis and take and take Corrective Actions as needed
Establish a transparent communication plan with client Call Center leadership to address issues, concerns and take preventive measures to avoid service quality issues
Configure agents in Genesys Cloud (skills, hours of operation, and other ad hoc tasks)
Plan and execute proper agent scheduling based on interval reporting (daily, weekly, and in advance)
Maintain Line of Business (LOB) time-off allotments monthly
Create and manage LOB shift bids twice a year
Coordinate with the training department to schedule large-scale and refresher trainings
Perform short-term forecasting
Maintain a database of all call center data, including past, current, and forecasted inbound phone volume and AHT
Provide actionable insights to improve operations and workforce management strategies
Supervise and monitor real-time analysts, providing guidance, training, and performance evaluations
Qualification
Required
Excellent comprehension and communication skills (verbal and written) within the organization and with clients
5-7+ years of Healthcare operations experience, out of which 2+ years in supervisory role
High proficiency in using MS Excel and PowerPoint
Good understanding and ability to analyze Call Center data and report, SLA, KPI, operations report and present findings in a structured way
Excellent People skill – ability to build and motivate a large operations team of up-to 20 associates
Some ability to train and guide the teams thru changes in processes and operating instruction
Preferred
Some background in administration and preferably some experience in healthcare including but not limited to medical coding, transcription, doctor's office, billing, account receivable on Call Center processing experience preferred
Some experience in outsourcing operations or service industry preferred
Benefits
Full-time, regular employees accrue up to 16 days of paid vacation per year
Receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year)
10 paid holidays
Eligible for paid bereavement leave
Participate in the Company’s 401(k) Retirement Plan with employer matching
Eligible for medical, dental, and vision insurance
Basic life insurance
Accidental death and disability insurance
Short- and long-term disability benefits
Purchase additional voluntary short-term disability benefits
Participate in a Health Savings Account (HSA)
Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses
Potential for quarterly incentive-based bonuses and or commissions depending on role
Company
UST HealthProof
UST HealthProof offers risk adjustment, quality programs, and healthcare payer technology services. It is a sub-organization of UST.
501-1000 employees
H1B Sponsorship
UST HealthProof has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (71)
2024 (43)
2023 (31)
2022 (3)
Funding
Current Stage
Late StageTotal Funding
unknown2025-09-04Acquired
Leadership Team
Kevin Adams
Chief Executive Officer
Beth Maxwell
VP Product Delivery and Partnerships
Recent News
2025-12-06
Precedence Research
2025-11-21
2025-11-07
Company data provided by crunchbase