Contact Center Lead

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Advantmed

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2005

💼 Consulting

🛡️ Insurance

📦 Logistics

💰 Venture Round on 2016-12

Consulting • Insurance • Logistics

Advantmed is a company that specializes in providing integrated solutions to healthcare organizations, aiming to enhance the performance of health plans and providers. The company focuses on key areas such as risk adjustment, quality improvement, and health assessments, using its Elevate^ platform to deliver real-time data visibility and insights. With a commitment to market-leading accuracy, flexibility, and transparency, Advantmed partners with healthcare clients to improve outcomes, financial performance, and data accuracy. Their comprehensive services cater to both health plans and providers, enhancing member engagement, identifying care gaps, and ensuring accurate reimbursement and care delivery.

📋 Description

• Lead, coach, and develop a team of Healthcare Member Engagement Specialists • Foster a high-performance culture focused on member experience, quality, accountability, and results • Conduct coaching sessions, performance discussions, and career development conversations • Support onboarding, training, and ongoing employee development • Monitor team performance against KPIs including appointment conversion, contact rates, schedule adherence, productivity, quality scores, attendance, reliability, and member satisfaction • Analyze operational data, identify performance trends, and execute improvement action plans • Ensure team members educate, engage, and motivate health plan members to participate in health assessment programs • Promote rapport building, objection handling, consultative communication, and member advocacy best practices • Monitor member interactions and support escalation resolution • Partner with Quality Assurance teams to improve performance and consistency • Ensure adherence to HIPAA regulations, client requirements, company policies, and operational procedures • Identify and mitigate operational, compliance, and member experience risks • Manage staffing levels, schedules, and resource allocation • Participate in forecasting, workforce planning, and capacity management • Support new programs, processes, and operational initiatives • Prepare and communicate performance results, operational updates, and improvement plans • Collaborate with Operations, Quality, Training, Workforce Management, and Leadership teams • Use data-driven decision-making to improve engagement effectiveness and operational performance • Participate in strategic initiatives and special projects

🎯 Requirements

• Bachelor's degree preferred or equivalent combination of education and experience • Minimum 3–5 years of experience in call center, customer engagement, healthcare outreach, sales, retention, or related operations • Minimum 1–2 years of leadership, supervisory, or team lead experience • Demonstrated success leading teams in a performance-driven environment • Experience managing productivity, quality, and customer experience metrics • Strong analytical, organizational, and problem-solving skills • Advanced proficiency with Microsoft Office applications and operational reporting tools • Preferred: healthcare, health plan, Medicare, Medicaid, risk adjustment, or population health experience • Preferred: appointment-setting, member engagement, retention, customer service, or inside sales team leadership experience • Preferred: workforce management and scheduling experience • Preferred: quality assurance, coaching, or training experience • Preferred: knowledge of HIPAA and healthcare compliance requirements