Contact Center Team Lead

Cedar; United States; Remote; USD 61,000 - 80,000; Full time

Job summary

Join a forward-thinking company dedicated to transforming the healthcare experience for millions. As a Contact Center Team Lead, you'll play a pivotal role in enhancing patient interactions while leading a dedicated team. This fully remote position offers the chance to make a real impact in the healthcare sector, ensuring that every patient receives the support they need. With a strong emphasis on team development and customer satisfaction, you'll guide your team through challenges, fostering a culture of excellence. Enjoy competitive pay, unlimited PTO, and a comprehensive benefits package as you contribute to a mission that truly matters.

Benefits

Unlimited PTO

16 weeks paid parental leave

401(k) match

Flexible work from home options

Diversity initiatives

Access to mentorship and coaching

Qualifications

• 3+ years of experience in a supervisory or lead role.
• Prior experience in healthcare, particularly in medical billing or insurance.

Responsibilities

• Lead the Patient Advocate team, ensuring high service levels.
• Oversee daily operations, including call queue management and quality assurance.

Skills

Leadership

Healthcare Industry Knowledge

Electronic Medical Record Systems

Customer Service

Communication Skills

Problem-Solving Skills

Tools

Athena (Centricity Business)

eClinicalWorks

Medik

CareVoyant

Nextgen

Epic

Job description

Our healthcare system is the leading cause of personal bankruptcy in the U.S. Every year, over 50 million Americans suffer adverse financial consequences as a result of seeking care, from lower credit scores to garnished wages. The challenge is only getting worse, as high deductible health plans are the fastest growing plan design in the U.S.

Cedar’s mission is to leverage data science, smart product design, and personalization to make healthcare more affordable and accessible. Today, healthcare providers still engage with their consumers in a “one-size-fits-all” approach; Cedar is excited to leverage consumer best practices to deliver a superior experience.

We are seeking a proactive and results-driven Contact Center Team Lead to lead our Patient Advocate team. This role blends leadership and operational management, ensuring high service levels while fostering team development, improving customer satisfaction, and collaborating with internal teams to troubleshoot issues and implement solutions. As a Team Lead, you'll oversee daily operations, including call queue management, quality assurance, and escalated issues. You will mentor and develop your team, manage attendance, and ensure adherence to performance metrics. Additionally, you will become an industry subject matter expert, guiding your team and interfacing with users and clients to deliver the highest level of support.

Required Skills & Experience:

1. 3+ years of experience in a supervisor or lead role capacity
2. Prior experience in the Healthcare industry (medical billing, insurance, or related healthcare experience)
3. Experience navigating electronic medical record systems (preferably Athena (Centricity Business), eClinicalWorks, Medik, CareVoyant, Nextgen, and Epic)
4. Ability to show empathy and passion for outstanding customer service
5. Excellent verbal and written communication skills
6. Exceptional problem-solving and critical-thinking skills
7. Excited about Cedar’s mission of improving the healthcare financial experience
8. This is a fully remote position, and as a result, will require access to a private, quiet space.

Compensation Range and Benefits:

• Salary: $61,200 - $80,000
• This role is also equity-eligible
• Offers a competitive benefits and wellness package

What do we offer to the ideal candidate?

• An opportunity to improve the U.S. healthcare system at a high-growth company helping millions of patients annually
• Flexibility to work from home or in-office, depending on preference
• Unlimited PTO for vacation, sick, and mental health days, with encouragement to take at least 20 days per year
• 16 weeks paid parental leave with health benefits, plus flexible re-entry schedules
• Diversity initiatives and employee resource groups
• Competitive pay, equity (for qualifying roles), and health benefits starting on your first day
• 401(k) match of 100% up to 3% of annual compensation
• Access to mentorship, coaching, and learning resources for professional growth

About us

Cedar was co-founded by Florian Otto and Arel Lidow in 2016, inspired by a negative medical billing experience. With a commitment to improving billing and patient experience, Cedar has become a leading healthcare technology company, having raised over $350 million in funding, with support from Thrive and Andreessen Horowitz (a16z). As of November 2024, Cedar engages with 30 million patients annually and processes $3.5 billion in patient payments, partnering with over 55 healthcare providers and payers including Highmark Inc., Allegheny Health Network, Novant Health, Allina Health, and Providence.

Additional details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Technology, Information and Internet