Call Center Team Lead

# Call Center Team Lead - Remote **Location:** Remote (U.S.) **Hours:** Monday–Friday | **9:00 AM – 5:30 PM EST** ## Position Summary Leading Edge Connections (LEC) is seeking a motivated and experienced remote **Call Center Team Lead** to oversee a remote team supporting healthcare insurance follow-up operations for one of our trusted RCM clients. In this role, you will provide day-to-day leadership, coaching, and operational support to a team of Revenue Cycle Representatives responsible for communicating with insurance payers regarding claim status, payment inquiries, eligibility verification, prior authorizations, and other revenue cycle support functions. The Team Lead will monitor team performance, ensure quality standards are met, support employee development, and help the team consistently achieve productivity and client service goals. The ideal candidate has prior leadership experience in a healthcare call center, revenue cycle, medical billing, or insurance operations environment and is passionate about developing high-performing remote teams. ## Key Responsibilities - Lead, coach, and support a remote team of Revenue Cycle Representatives. - Monitor daily productivity, attendance, quality, and key performance metrics. - Conduct regular team meetings and one-on-one coaching sessions to support employee development and performance improvement. - Assist with onboarding, training, and mentoring new team members. - Ensure accurate documentation and adherence to client workflows, quality standards, and established processes. - Answer employee questions and escalate operational or client-related issues when appropriate. - Prepare basic productivity and performance reports for leadership. - Promote a positive, collaborative, and accountable team culture. - Reinforce compliance with HIPAA, client expectations, and company policies. - Support continuous improvement initiatives and process enhancements. ## Qualifications ### Required - 1–3 years of healthcare call center leadership or supervisory experience. - Experience working in a healthcare call center, medical billing, insurance, or revenue cycle environment preferred. - Strong communication, leadership, and coaching skills. - Comfortable working in a fast-paced, metrics-driven environment. - Excellent organizational, time management, and problem-solving skills. - Proficiency with Microsoft Office and web-based applications. - Ability to work independently and effectively in a remote work environment. - Strong attention to detail and commitment to quality. ### Preferred Experience - Revenue Cycle Management (RCM) - Medical billing or healthcare customer service - Insurance claims follow-up - Healthcare payer communication - Contact center leadership or workforce management - Quality assurance or performance coaching - Eligibility verification and prior authorization support ## Hardware & Software Requirements To be successful in this remote role, you must have your own computer and home office setup that meets the following minimum requirements: - **Computer:** Personal laptop or desktop computer only (**No Chromebooks, MacBooks, iPads, netbooks, or tablets**). - **Processor:** Intel® Core™ i5 5200 series or newer with a minimum of **four (4) performance cores**. - *Example:* A 10-core processor with only two performance cores does **not** meet this requirement. - **Memory:** Minimum **8 GB RAM**. - **Operating System:** Windows 10 (64-bit) or newer. - **Display:** Screen resolution of **1280 × 768** or higher with **dual monitors required**. - **Internet:** Reliable high-speed internet with a **wired Ethernet connection** (hardwired directly to your router). - **Headset:** Wired USB noise-canceling headset with microphone (**required**). - **Security:** Current antivirus software with a recent system scan completed and an active firewall enabled. ## Interview Requirement **Applicants must use a wired USB headset with a microphone during their virtual interview.** This he…