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DASCO Home Medical Equipment · 23 hours ago

Customer Experience Team Lead / Private Pay

United States

Full-time

Remote

Entry, Mid Level

1+ years exp

DASCO Home Medical Equipment is seeking a Customer Experience Team Lead to provide hands-on leadership within the Billing call center team. This role involves supporting agents, driving quality and accuracy, and ensuring exceptional patient experiences while also preparing for future management opportunities.

Health CareHospital

Growth Opportunities

Responsibilities

Lead and support Billing agents through Teams chat and/or help desk phone line

Serve as a PAP Scheduling subject matter expert for agent questions and escalations

Monitor and score calls; provide coaching and feedback to agents

Leads Training Classes for new hires and refresher classes as needed

Handles and researches escalated billing complaints via phone, email, and chat

Explain billing details clearly, including invoices, rentals, co-insurance, and patient responsibility

Assist the Call Center Manager with daily operations and coverage as needed

Answers help desk questions and chat questions from agents

Takes Phone Calls as needed during times of heavy call volume and low staffing

Qualification

Call center experienceMedical billing knowledgeCoaching experienceCommunication skillsProblem-solving skillsHME/DME industry experienceTeam Lead experienceBrightree familiarity