Medsuite Inc

Contact Center Team Lead

Medsuite Inc

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • Serve as a subject matter expert (SME) on contact center systems, processes, and workflows.
  • Support Supervisors by handling escalated calls, emails, and complex inquiries requiring advanced problem-solving or cross-department collaboration.
  • Provide real-time guidance and support to Contact Center Specialists to ensure accuracy, empathy, and adherence to quality and compliance standards.
  • Conduct peer mentoring, side-by-side coaching, and participate in quality calibration sessions to ensure consistency in performance expectations.
  • Assist Supervisors with onboarding, refresher training, and the communication of new policies, procedures, and system updates.
  • Monitor call queues, service levels, and productivity dashboards; proactively identify performance trends or workflow issues and communicate findings to leadership.
  • Perform call audits and quality checks, providing feedback and actionable recommendations for improvement.
  • Compile and prepare reports or data summaries related to call volumes, service levels, and quality performance as requested.
  • Participate in process improvement efforts, contribute feedback and help develop new procedures to improve efficiency and patient satisfaction.
  • Collaborate with departments such as Quality Assurance, Training, and Workforce Management to address barriers impacting performance or patient experience.
  • Act as a positive role model and resource for peers, fostering teamwork, professionalism, and accountability.
  • Uphold confidentiality and compliance standards in accordance with company policy and applicable regulations.
  • Perform special projects and other duties as assigned.

Requirements

  • Associate’s degree (2 years) required; bachelor’s degree in business, Healthcare, or related field preferred.
  • Minimum of 2–3 years of experience in a healthcare contact center or similar high-volume customer service environment.
  • Prior experience serving as a senior agent, team lead or mentor preferred.
  • Fluency in English, with strong verbal and written communication skills.
  • Deep understanding of patient billing, insurance processes, and Explanation of Benefits (EOBs).
  • Demonstrated ability to handle escalated calls with empathy, professionalism, and accuracy.
  • Proficiency with contact center technologies, CRMs, and Microsoft Office applications.
  • Strong analytical and problem-solving skills with attention to detail.
  • Ability to coach and mentor peers effectively.
  • Excellent organizational, time management, and multitasking abilities.
  • Ability to work collaboratively in a fast-paced environment while maintaining a positive, professional demeanor.
  • Flexibility to adapt to evolving business needs and process improvements.
Benefits
  • Ventra performance-based incentive plan
  • Referral bonus for referring friends
Applicant Tracking System Keywords

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

Hard Skills & Tools
patient billinginsurance processesExplanation of Benefits (EOBs)call auditsquality checksdata analysisprocess improvementreport preparationproblem-solvingmentoring
Soft Skills
empathycommunicationteamworkprofessionalismaccountabilityorganizational skillstime managementmultitaskingflexibilitycollaboration
Certifications
Associate’s degreeBachelor’s degree in businessBachelor’s degree in Healthcare