TEKsystems · 7 hours ago
Healthcare Call Center Team Lead
United States
Full-time
Remote
Mid Level
$30/hr - $30/hrTEKsystems is a leading provider of business and technology services, helping clients activate ideas and solutions. The Healthcare Call Center Team Lead is responsible for training and mentoring team members, ensuring compliance with program standards, and supporting program operations through effective communication and analytical problem-solving.
Information Technology
Responsibilities
Stay current on the program’s latest procedures to ensure all training materials and reference guides remain in compliance
Regularly monitor and review training materials to determine effectiveness and provide feedback on recommendations for improvement in future training sessions
Ensure that program training, quality, and audit requirements stay in compliance
Responsible for leading training sessions for staff within assigned program and assisting in delivering training focused on the program’s available service offerings, standard operating procedures, and software systems if needed
Responsible for monitoring new agent's performance
Serve as an ongoing coach and mentor once agent training has been completed
Coordinate with other functional teams/groups to maintain and update training programs as needed and stay current with business requirements
Collaborate with other groups to identify training needs to ensure consistent call quality expectations are met
Support Supervisors and the Program Manager, Service Delivery by listening to agent calls to assess customer service levels on program(s) and provide feedback
Adhere to all organizational standards and regulatory requirements related to the handling of patient information, including patient safety reporting practices
Complete all training requirements related to patient privacy and data handling, and apply these practices consistently across all interactions with patients, healthcare providers, and patient data
Expresses thoughts and instructions clearly in both oral and written communication, i.e., uses grammatically correct, clear, and concise language
Respond to questions from client contacts, Program Manager, Service Delivery and/or Account Director, program customers as appropriate
Identify and escalate program trends based on the questions commonly received; contribute to recommendations to address issues as necessary
Manage program call escalations; listen to customers, identify solutions, and follow through on next steps, as needed
Attends client meetings to support the program and Supervisor, as needed
Prepare and interpret standard monthly and ad hoc reports for the program(s), identify and communicate trends and noticeable issues to Supervisor regularly
Proactively identify opportunities for program process and performance improvement; coordinate with Supervisor and Program Manager, Service Delivery to assess and implement changes, if necessary
Apply analytical problem-solving skills to address program issues and challenges
Thoroughly understand program processes to serve as the team lead/subject matter expert; lend technical expertise when needed
Identify team member program-specific knowledge gaps from agent calls; escalate issues to Supervisor and participate in working sessions to come up with recommendations to improve
Participate in interview panels to interview Program Specialists and Program Representatives, as needed
All other duties as needed or assigned
Qualification
Required
Must think critically and analytically
Strong oral and written communication skills
Self-starter who will take initiative in advancing their subject matter expertise
Work in a very detail-oriented manner
Responsible for reviewing and communicating program expertise in areas such as training, call quality and quality monitoring, reports, workflow management, and program-specific customer services
Identify service trends, escalate issues to the Supervisor, and participate in client-facing meetings as needed
Coach and mentor team members
Stay current on the program's latest procedures to ensure all training materials and reference guides remain in compliance
Regularly monitor and review training materials to determine effectiveness and provide feedback on recommendations for improvement in future training sessions
Ensure that program training, quality, and audit requirements stay in compliance
Responsible for leading training sessions for staff within assigned program
Assist in delivering training focused on the program's available service offerings, standard operating procedures, and software systems if needed
Responsible for monitoring new agent's performance
Serve as an ongoing coach and mentor once agent training has been completed
Coordinate with other functional teams/groups to maintain and update training programs as needed
Collaborate with other groups to identify training needs to ensure consistent call quality expectations are met
Support Supervisors and the Program Manager, Service Delivery by listening to agent calls to assess customer service levels on program(s) and provide feedback
Adhere to all organizational standards and regulatory requirements related to the handling of patient information
Complete all training requirements related to patient privacy and data handling
Express thoughts and instructions clearly in both oral and written communication
Respond to questions from client contacts, Program Manager, Service Delivery and/or Account Director, program customers as appropriate
Identify and escalate program trends based on the questions commonly received
Manage program call escalations; listen to customers, identify solutions, and follow through on next steps, as needed
Prepare and interpret standard monthly and ad hoc reports for the program(s)
Identify and communicate trends and noticeable issues to Supervisor regularly
Proactively identify opportunities for program process and performance improvement
Apply analytical problem-solving skills to address program issues and challenges
Thoroughly understand program processes to serve as the team lead/subject matter expert
Identify team member program-specific knowledge gaps from agent calls
Participate in interview panels to interview Program Specialists and Program Representatives, as needed
Preferred
Prefer candidates located in the Pacific Time Zone to ensure alignment with these hours
Benefits
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Company
TEKsystems
At TEKsystems, they understand people. Every year they deploy over 80,000 IT professionals at 6,000 client sites across North America,
Founded in 1994
10001+ employees
H1B Sponsorship
TEKsystems 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 (46)
2024 (52)
2023 (33)
2022 (22)
2021 (36)
2020 (53)
Funding
Current Stage
Late StageLeadership Team
Ryan Skains
Vice President, TEKsystems Global Services
Recent News
2025-11-19
2025-10-29
Company data provided by crunchbase