Esri

Team Lead – Bilingual, Spanish/English

Esri

full-time

Posted on:

Location Type: Remote

Location: Florida • Ohio • United States

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Job Level

Senior

About the role

  • Monitor real-time production and service levels (queues, wait times, dashboards) and escalate risks to coverage or performance as needed.
  • Support schedule adherence by verifying log-in readiness at shift start, monitoring adherence throughout the day, and coordinating with WFM/Floor Manager to address variances.
  • Provide day-to-day supervision of assigned Patient Access Representatives (PCRs), including coaching, reinforcement of expectations, and recognition.
  • Deliver timely performance feedback on quality, productivity, adherence, and attendance; document coaching discussions per company procedures.
  • Reinforce call quality by ensuring compliance with scripts, verification, and documentation standards; partner with QA/Training for targeted coaching and re-training as needed.
  • Handle escalations from patients or clients professionally and promptly; document outcomes and ensure appropriate follow-up.
  • Maintain accurate records of attendance, tardiness, and schedule variances; ensure employees follow call-out procedures and escalation requirements.
  • Create and manage tickets in the Call 4 Health system; track to resolution and communicate updates to stakeholders.
  • Prepare and provide routine operational updates to the Floor Manager (e.g., attendance trends, performance risks, coaching activity, escalation themes).
  • Assist with onboarding, mentoring, and shadowing of new hires; reinforce performance expectations and operational standards.

Requirements

  • Associate’s degree in Business Administration, Healthcare Administration, or related field (or equivalent combination of education and experience).
  • Prior call center or customer service experience required; healthcare call center experience preferred.
  • Previous Team Lead, Supervisor, or equivalent leadership experience preferred.
  • Strong written and verbal communication skills; professional customer service presence.
  • Ability to coach, motivate, and hold employees accountable while maintaining a respectful, supportive approach.
  • Ability to multitask and prioritize in a fast-paced, real-time production environment.
  • Proficient with computers and business systems; able to navigate multiple applications simultaneously (phone system, EHR/client portals, ticketing, reporting).
Benefits
  • Remote work requirements: Maintain a private, professional, distraction- and noise-free workspace.
  • Ensure confidentiality and call quality.
  • Be camera-ready for required trainings and meetings.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
call center experiencecustomer service experiencecoachingperformance feedbackschedule adherencedocumentation standardsticketingmultitaskingprioritization
Soft Skills
written communicationverbal communicationprofessional presencemotivationaccountabilitysupportive approach
Certifications
Associate’s degree in Business AdministrationAssociate’s degree in Healthcare Administration