PAP Continuity Team Lead

Jobtailor; Deutschland; Remote; EUR 32.000 - 46.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a dynamic Call Center Lead to guide PAP Continuity agents via Teams and help desk channels in a healthcare setting in Germany.

You will handle inbound/outbound calls, resolve escalations, coach staff, and train new hires on resupply processes, HIPAA compliance, and patient retention strategies.

Qualifikationen

• 1+ year of call center experience, preferably in healthcare, medical billing, or insurance.
• Experience explaining patient responsibility, insurance coverage, and/or medical billing concepts.
• Coaching, mentoring, or peer-support experience.
• Strong communication, problem-solving, and critical-thinking skills.

Aufgaben

• Lead and support PAP Continuity agents through Teams chat and/or help desk phone line.
• Handle inbound and outbound phone calls when call queues are backed up.
• Serve as a PAP Continuity subject matter expert for agent questions, workflows, and escalations.
• Support inbound resupply calls and outbound patient outreach, including lapsed patient save campaigns.
• Monitor and score inbound, outbound, and email interactions.
• Provide coaching and feedback to agents.
• Lead training classes for new hires and refresher sessions on PAP resupply, compliance, and retention strategies.
• Research and handle escalated patient concerns involving PAP therapy, resupply orders, billing, and service issues.
• Explain resupply eligibility, insurance coverage, compliance requirements, and order status to agents and patients.
• Answer real-time help desk and Teams chat questions from agents.
• Support performance initiatives involving resupply conversion, save rates, quality scores, and patient experience.
• Assist the Call Center Manager as needed.

Kenntnisse

Call center experience

Healthcare knowledge

Coaching & mentoring

Strong communication

Multitasking

Adaptability

HIPAA/compliance awareness

Tools

Brightree

EMR systems

Help desk software

Teams chat

Jobbeschreibung

• Lead and support PAP Continuity agents through Teams chat and/or help desk phone line


• Handle inbound and outbound phone calls when call queues are backed up


• Serve as a PAP Continuity subject matter expert for agent questions, workflows, and escalations


• Support inbound resupply calls and outbound patient outreach, including lapsed patient save campaigns


• Monitor and score inbound, outbound, and email interactions


• Provide coaching and feedback to agents


• Lead training classes for new hires and refresher sessions on PAP resupply, compliance, and retention strategies


• Research and handle escalated patient concerns involving PAP therapy, resupply orders, billing, and service issues


• Explain resupply eligibility, insurance coverage, compliance requirements, and order status to agents and patients


• Answer real-time help desk and Teams chat questions from agents


• Support performance initiatives involving resupply conversion, save rates, quality scores, and patient experience


• Assist the Call Center Manager as needed

Requirements

• 1+ year of call center experience, preferably in healthcare, medical billing, or insurance


• Experience explaining patient responsibility, insurance coverage, and/or medical billing concepts


• Coaching, mentoring, or peer-support experience


• Strong communication, problem-solving, and critical-thinking skills


• Ability to multitask and adapt in a fast-paced, high-volume environment


• Ability to sit for extended periods while working at a computer and telephone


• Ability to manage multiple communication channels, including phone, chat, and email


• Ability to maintain compliance with company policies, HIPAA, and regulatory standards


• HME/DME industry experience, particularly with PAP therapy or resupply programs (preferred)


• Prior Team Lead, Senior Agent, or leadership experience (preferred)


• Familiarity with Brightree or similar EMR/billing systems (preferred)


• Experience with inbound/outbound call blending and patient retention strategies (preferred)

Core Competencies

Demonstrates expertise in PAP therapy and resupply processes, with strong capabilities in coaching, mentoring, and managing communication across multiple channels. Proficient in maintaining compliance with HIPAA and regulatory standards while enhancing patient experience and retention strategies.

Highest-signal resume keywords

• PAP Therapy Expertise


• Coaching And Mentoring


• Call Center Experience


• Insurance Coverage Explanation


• Compliance With HIPAA

ATS Optimization Keywords

Hard Skills

• Patient Retention Strategies


• Medical Billing Concepts


• Inbound/Outbound Call Blending


• Performance Monitoring


• Workflow Management

Soft Skills

• Strong Communication


• Problem-Solving


• Critical Thinking


• Multitasking


• Adaptability

Industry Keywords

• HME


• DME


• PAP Resupply Programs


• Healthcare Compliance


• Patient Outreach

Tools & Technologies

• Brightree


• EMR Systems


• Help Desk Software


• Teams Chat