Lead with Purpose. Grow with Impact.

We’re looking for a Call Center Team Leader who thrives in a fast-paced environment, loves developing people, and is motivated by results. If you’re passionate about coaching teams, improving performance, and making a meaningful difference in patients’ lives, this role was built for you.

What You’ll Do

Lead & Inspire

• Supervise, motivate, and support a team of Patient Relationship Specialists.
• Create a culture of accountability, collaboration, and continuous improvement.
• Serve as the first point of escalation for agent questions and patient concerns.
• Provide real-time coaching to reinforce best practices and service excellence.
• Foster a positive, collaborative & performance driven team culture

Drive Performance & Quality

• Monitor team and individual KPIs including call quality, AHT, booking rates, CSAT, and adherence.
• Conduct coaching sessions, performance reviews, and development conversations.
• Review calls and interactions to ensure compliance, quality, and patient satisfaction.
• Identify training opportunities and support skill development across the team.

Communicate & Collaborate

• Clearly communicate goals, updates, and operational changes.
• Share insights and performance trends with leadership through reporting.
• Support new initiatives, tools, scripts, and campaigns.
• Participate in team meetings and cross-functional projects.

Support Patients When It Matters Most

• Handle complex or escalated patient interactions with professionalism and empathy.
• Ensure HIPAA compliance and adherence to company policies at all times.

What You Bring

Required

• Associate’s degree or equivalent (60 credit hours); Bachelor’s preferred.
• 2+ years of call center or patient service experience.
• 1+ year in a supervisory, lead, or coaching role.

Skills That Set You Apart

• Strong leadership, coaching, and interpersonal skills.
• Confident communicator – verbal and written.
• Data-driven mindset with the ability to analyze metrics and drive improvement.
• Excellent problem-solving and conflict-resolution abilities.
• Organized, adaptable, and comfortable in a metrics-driven environment.
• High level of professionalism, reliability, and integrity.
• Ability to work well with a variety of personalities & effectively build relationships with employees
• Effective organizational and time management skills with the ability to work effectively and meet deadlines

Preferred (Not Required)

• Experience in healthcare or patient-focused environments.
• Strong patient service skills and knowledge or patient experience best practices.
• Knowledge of HIPAA compliance.
• Proficiency with CRM systems, call center platforms, and Microsoft Office.
• Experience with call monitoring and QA tools.
• Bilingual (Spanish) a plus.

Work Environment & Schedule

• Fast-paced, collaborative call center environment.
• On-site, full-time position.
• Schedule flexibility may be required, including evenings, weekends, or holidays.
• May require monitoring sensitive or challenging customer reactions
• Required to speak clearly and listen; sit for prolonged periods, stand, walk short distances, reach, lift (20 lbs. or less), and repeat motions that use wrists, hands and fingers.

What We Offer

• Competitive pay with performance incentives
• Clear pathways for career growth and leadership development
• Ongoing training and professional development
• Supportive, team-oriented culture
• Purpose-driven work that truly helps people hear and connect

Compensation & Benefits

• Starting at $40,000 – $60,000 annually. Depending on experience & assessment scores
• Paid Time Off (after 90 days)
• Paid Holidays
• 401(k) 
• Health, Dental, Vision, FSA, Short & Long Term Disability, Voluntary Life, and more (after 60 days)

If you’re ready to lead a team, grow your career, and make a difference – we’d love to meet you.

Champion Quality. Elevate the Patient Experience.

We’re seeking a Quality Assurance (QA) Specialist who is detail-oriented, collaborative, and passionate about coaching and continuous improvement. If you enjoy listening for opportunities to improve, partnering with leaders and trainers, and raising the bar for customer experience, this role offers meaningful impact and growth.

Monitor, Evaluate & Improve Quality

• Review and evaluate calls, appointment notes, emails, chats, and other customer interactions for quality, accuracy, and compliance.
• Score agent performance using established QA guidelines and evaluation tools.
• Ensure compliance with company policies, operating procedures, industry regulations, data privacy standards, and HIPAA requirements.

Drive Coaching & Development

• Generate quality reports and insights for the Training Supervisor and leadership team.
• Provide clear, constructive feedback to support agent coaching and performance improvement.
• Collaborate with Team Leaders and Trainers to identify training needs and skill gaps.

Analyze Trends & Support Continuous Improvement

• Identify trends, root causes, and recurring issues impacting quality and compliance.
• Recommend corrective actions and process improvements.
• Participate in calibration sessions to ensure consistent evaluation standards across the QA team.
• Assist in refining QA processes, scoring criteria, and quality frameworks.

Partner Across the Organization

• Prepare and present quality metrics, performance trends, and insights to stakeholders.
• Support special projects and continuous improvement initiatives as needed.

Required Qualifications

• Associate’s degree or equivalent (60 credit hours); Bachelor’s degree preferred.
• Experience in a call center environment; QA or supervisory experience preferred.
• Working knowledge of call center metrics and performance indicators.
• Strong listening skills, attention to detail, and analytical mindset.
• Excellent written and verbal communication skills.
• Ability to deliver feedback professionally, constructively, and with empathy.
• Proficiency with QA tools, CRM systems, and Microsoft Office or similar platforms. 

Preferred Skills & Experience

• Experience with quality monitoring software and call recording systems.
• Knowledge of HIPAA compliance standards.
• Strong patient service and customer experience skills.
• Advanced problem-solving and critical-thinking abilities.
• Ability to work independently while managing multiple priorities.
• Collaborative, coaching-focused mindset.
• Advanced computer skills (Windows, Office 365, Microsoft Office).
• Bilingual (Spanish) a plus.

How Success Is Measured

• Accuracy, consistency, and reliability of quality evaluations
• Improvement in agent QA scores over time
• Reduction in repeat errors and compliance issues
• Positive impact on overall customer satisfaction metrics

Work Environment & Schedule

• Fast-paced, collaborative contact center environment
• Full-time, on-site position
• Schedule flexibility may be required, including evenings, weekends, or holidays
• Regular exposure to sensitive or challenging customer interactions
• Required to speak clearly and listen; sit for prolonged periods, stand, walk short distances, reach, lift (20 lbs. or less), and repeat motions that use wrists, hands and fingers.

What We Offer

• Competitive compensation with performance incentives
• Career growth and leadership development opportunities
• Ongoing training and professional development
• Supportive, collaborative team culture
• Purpose-driven work that improves patient experiences nationwide

Compensation & Benefits

• $40,000 annual salary
• Paid Time Off (after 90 days)
• Paid Holidays
• 401(k) 
• Health, Dental, Vision, FSA, Short & Long Term Disability, Voluntary Life, and more (after 60 days

If you’re passionate about quality, coaching, and making a real difference behind the scenes, we’d love to hear from you.