Customer Service Team Lead

inHealth Medical Services, Inc. provides lifestyle therapeutics and behavioral healthcare programs to employer clients and their members. The Customer Service Team Lead manages day-to-day customer service operations, leads representatives, handles escalations, coordinates overflow vendors, and oversees service reporting and quality.

Responsibilities:

• Lead the team. Hire, train, and schedule customer service representatives; manage queue coverage across phone, email, chat, and ticketing; run one-on-ones and call reviews; and partner with HR on performance issues
• Serve employer clients and members. Be the service contact for employer HR and benefits teams on eligibility, enrollment, and participation; help members enroll, get scheduled, and resolve access issues; and prepare the team for enrollment campaigns and launches
• Own service quality. Track response time, resolution time, and satisfaction; audit interactions against a quality rubric; maintain the knowledge base and procedures; and bring data-backed fixes for recurring issues to leadership
• Own reporting (about 15 to 30% of the role). Prepare monthly employer utilization reports using aggregate, de-identified data; produce internal service and vendor performance reports; reconcile coach visit counts each pay period; and prepare employer invoices when needed
• Coordinate overflow support. Serve as the day-to-day contact for outside vendors during high-volume periods, give them the materials they need, and track their performance against contracted service levels
• Protect member privacy. Ensure the team follows HIPAA and company security policies, verifies identity before discussing member information, and escalates privacy concerns promptly

Requirements:

• 3+ years of customer service experience in healthcare, health plans, employee benefits, or digital health, including 1+ year leading a team
• Working knowledge of HIPAA and experience handling protected health information
• Experience with a ticketing platform (such as HubSpot, Zendesk, or Salesforce) and a contact center phone system
• Strong Excel skills, including pivot tables, lookups, merging reports, and reconciling data across sources
• Clear, warm communication with employer benefits leaders, clinicians, and members, and sound judgment on when to escalate
• A quiet, private home workspace and reliable high-speed internet
• Experience building client-facing utilization reports or supporting employer benefits clients
• Experience managing an outsourced customer service vendor
• Familiarity with chronic condition programs such as diabetes prevention or hypertension management
• Bilingual in English and Spanish