Team Lead- Member and Provider Service

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Team Lead- Member and Provider Service based in United States.

This leadership role sits at the heart of a member and provider support function within a healthcare environment, ensuring high-quality service delivery across inbound and escalated inquiries. The Team Lead acts as a key escalation point for complex issues while maintaining a strong focus on resolution speed, accuracy, and customer satisfaction. You will guide daily operations across chat, calls, and service requests while supporting a fast-paced, metrics-driven environment. The role also plays a critical part in mentoring and onboarding new team members, helping shape foundational service capabilities. With strong cross-functional exposure, you will collaborate closely with leadership and other departments to improve processes and service outcomes. This is an excellent opportunity for someone looking to step into a future management pathway within healthcare services.

• Serve as a primary escalation point for complex member and provider inquiries, ensuring timely resolution and customer satisfaction across service channels (calls, chat, and service requests).
• Monitor daily team operations, ensuring coverage, workload balance, and adherence to service level expectations, including first-contact resolution goals.
• Support onboarding and ongoing training of new team members, ensuring understanding of policies, procedures, systems, and service standards.
• Review escalated cases to ensure proper handling, identify trends, and contribute to continuous improvement of service workflows and knowledge bases.
• Collaborate with leadership and cross-functional teams to align processes with organizational goals and improve customer experience outcomes.
• Provide coaching, guidance, and feedback to team members to enhance performance, quality, and efficiency.

Requirements

• High school diploma with significant customer service experience, or Associate/Bachelor’s degree with progressively fewer years of related experience in call center or customer support environments.
• 3+ years of experience in a call center or customer service setting, ideally within healthcare or insurance operations.
• Experience working with service technologies such as CRM systems, telephony platforms, chat tools, and knowledge management systems.
• Strong understanding of health insurance processes, with exposure to commercial, Medicare, or Medicaid plans preferred.
• Demonstrated ability to lead, mentor, and support team members in a fast-paced, metrics-driven environment.
• Excellent communication, problem-solving, and interpersonal skills with a strong customer service mindset.

Benefits

• Competitive compensation aligned with experience and market standards.
• Health, dental, and vision insurance coverage.
• Paid time off and recognized holidays.
• Opportunities for career development and progression into management roles.
• Training and professional development support.
• Work in a structured, supportive healthcare environment focused on improving member experience.