Call 4 Health · 1 day ago
Remote Team Lead – Bilingual (Spanish/English) | Full-Time | Call Center
United States
Full-time
Remote
Mid LevelCall 4 Health is a company that provides patient access services, and they are seeking a Bilingual Team Lead to support day-to-day operations in a remote call center environment. The Team Lead will monitor performance, coach team members, and ensure adherence to quality and productivity standards.
Call CenterHealth CareMedical
Responsibilities
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
Provide day-to-day supervision of assigned Patient Access Representatives (PCRs), including coaching, reinforcement of expectations, and recognition
Deliver timely performance feedback on quality, productivity, adherence, and attendance; document coaching discussions per company procedures
Reinforce call quality by ensuring compliance with scripts, verification, and documentation standards; partner with QA/Training for targeted coaching and re-training as needed
Handle escalations from patients or clients professionally and promptly; document outcomes and ensure appropriate follow-up
Maintain accurate records of attendance, tardiness, and schedule variances; ensure employees follow call-out procedures and escalation requirements
Create and manage tickets in the Call 4 Health system; track to resolution and communicate updates to stakeholders
Prepare and provide routine operational updates to the Floor Manager (e.g., attendance trends, performance risks, coaching activity, escalation themes)
Assist with onboarding, mentoring, and shadowing of new hires; reinforce performance expectations and operational standards
Support annual and periodic performance review processes as assigned, including collection of performance data and documented feedback
Perform other duties as assigned based on department, client, or company needs
Provide day-to-day guidance, coaching, and performance oversight for up to approximately 15 employees (or as assigned)
Assist with selection, onboarding, training reinforcement, and performance assessment in partnership with the Floor Manager
Qualification
Required
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
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)
Data-driven approach: ability to interpret reports and metrics and translate them into coaching actions and operational improvements
Dependable attendance and punctuality; consistent adherence to schedules and operational needs
Team-oriented, receptive to feedback, and committed to continuous improvement
Preferred
Previous Team Lead, Supervisor, or equivalent leadership experience preferred
Healthcare call center experience preferred
Company
Call 4 Health
Call 4 Health is a leading medical call center and nurse triage service with a genuine understanding of the patient’s perspective.
Founded in 1997
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Joseph Pores
CEO
Nicholas Koutrakos
CFO
Company data provided by crunchbase