Team Lead – Bilingual (Spanish/English)

Role Overview

• The Team Lead is responsible for supporting day-to-day Patient Access operations in a remote call center environment.
• This includes monitoring real-time performance, ensuring schedule adherence, coaching and developing team members, and maintaining quality, productivity, and client/patient experience standards.
• The Team Lead works closely with Floor Managers, Workforce Management (WFM), Quality Assurance (QA), and Training teams to ensure coverage and consistent execution of Call 4 Health policies and client requirements.
• 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.
• Deliver timely performance feedback on quality, productivity, adherence, and attendance; document coaching discussions per company procedures.

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

• Maintain a private, professional, distraction
• and noise-free workspace to protect confidentiality and support call quality.
• Ensure calls cannot be overheard by others; follow all confidentiality and security procedures for systems and data access.
• Be camera-ready for required trainings and meetings.
• Comply with dress code requirements for the role (business casual for Team Leads, unless otherwise directed).