Eligibility Team Lead

Capitol Bridge Puerto Rico; Isabela (PR); On-site; USD 37,000 - 46,000; Full time

Benefits offered by this job

Health Insurance

Paid Holidays

Paid Training

401K Retirement plan

Job summary

Capitol Bridge Puerto Rico is seeking an experienced Eligibility Team Lead to join our on-site team in Isabela, Puerto Rico. The role leads a team of Eligibility Case Managers, coaching performance and ensuring productivity, quality, and compliance.

The ideal candidate is an engaging leader who communicates clearly, develops their team, and addresses issues proactively. Employment requires eligibility verification and successful background screening.

Qualifications

• Minimum of two (2) years of supervisory or team lead experience.
• Fully bilingual in English and Spanish, with strong written and verbal communication skills.
• Bachelor's degree in Business Administration, Management, Supervision, or a related field preferred; equivalent combination of education, training, and relevant experience may be considered.
• Must successfully complete and pass all required background screenings.

Responsibilities

• Provide daily leadership, direction, and support to assigned Eligibility Case Managers.
• Set clear expectations for productivity, quality, attendance, professionalism, and case management.
• Monitor individual and team performance against established operational goals, service levels, and quality standards.
• Coach employees regularly and provide timely, specific, and actionable performance feedback.
• Identify cases, trends, or operational issues requiring escalation and ensure appropriate follow-through.

Skills

Bilingual English/Spanish

Leadership

Coaching and feedback

Communication

Education

Bachelor's degree in Business Administration/Management or related field

Job description

Eligibility Team Lead

Job Details: Job Location: 699 INDUSTRIAL AVE - ISABELLA, PR 00662, Position Type: Full Time, Capitol Bridge Puerto Ricois seeking an on-site Eligibility Team Lead. Capitol Bridge Puerto Rico was founded March 2022and islocatedat 699 Industrial Avenue, Isabela PR 00662.

Location: Isabela, Puerto Rico – On-Site Schedule: Monday–Friday, 8:00 AM–5:00 PM Hours may vary based on operational needs, daylight saving time, and overtime requirements.

Salary: $41,600 annually | Exempt

About the Position

Capitol Bridge Puerto Rico is seeking an experienced and people-focused Eligibility Team Lead to join our on-site team in Isabela, Puerto Rico.

The Eligibility Team Lead is responsible for the day-to-day leadership, coaching, and operational support of a team of Eligibility Case Managers. This role serves as the first level of leadership for frontline staff and is responsible for helping the team meet expectations for productivity, quality, timeliness, attendance, and compliance.

The ideal candidate is an engaged leader who communicates clearly, develops their team, addresses issues proactively, and creates an environment where employees understand both what is expected of them and how their work contributes to the success of the program.

Employment is contingent upon verification of eligibility to work in the United States and successful completion of required background screening.

Benefits

• Health Insurance - medical, dental, vision & pharmacy benefits. (Employer contribution included)
• Compensation: $41,600/year
• Paid Holidays
• Paid Training
• Employee Assistance Program
• Vacation Leave and Sick Leave dictated by PR Labor Law.
• 401K Retirement plan. Company matching included.
• Company sponsored Life Insurance.

Key Responsibilities

• Provide daily leadership, direction, and support to assigned Eligibility Case Managers.
• Set clear expectations for productivity, quality, attendance, professionalism, and case management.
• Monitor individual and team performance against established operational goals, service levels, and quality standards.
• Coach employees regularly and provide timely, specific, and actionable performance feedback.
• Recognize strong performance while addressing performance or behavioral concerns promptly and consistently.
• Monitor daily workflow, case queues, assignments, and workload distribution to support timely case progression and balanced workloads.
• Identify cases, trends, or operational issues requiring escalation and ensure appropriate follow-through.
• Serve as the first point of escalation for Case Manager questions, concerns, and operational barriers.
• Reinforce established policies, procedures, work instructions, and client requirements.
• Communicate operational updates, process changes, and expectations clearly and consistently.
• Monitor attendance, schedule adherence, time-off compliance, and staffing coverage.
• Partner with program leadership, Quality, Training, Compliance, and other support functions to address performance gaps and implement process improvements.
• Support employee development through coaching, mentoring, knowledge sharing, and ongoing feedback.
• Foster an environment of accountability, professionalism, collaboration, respect, and open communication.
• Participate in leadership meetings, operational reviews, and other program activities as required.
• Maintain appropriate documentation related to employee coaching, performance, and operational issues.
• Perform other related duties as assigned based on program and business needs.

Qualifications and Experience

• Minimum of two (2) years of supervisory, team lead, or leadership experience required.
• Bachelor's degree in Business Administration, Management, Supervision, or a related field preferred; equivalent combination of education, training, and relevant experience may be considered.
• Fully bilingual in English and Spanish, with strong written and verbal communication skills.
• Demonstrated experience coaching, mentoring, and providing performance feedback.
• Strong problem-solving, decision-making, and conflict-resolution skills.
• Ability to manage competing priorities in a fast-paced, deadline-driven environment.
• Strong attention to detail and ability to maintain accurate documentation.
• Experience working in a case management, healthcare, government contracting, eligibility, customer service, or high-volume operational environment preferred.
• Call center or production-based operations experience is a plus.
• Must successfully complete and pass all required background screenings.

Key Leadership Characteristics

• Integrity and accountability
• Strong communication and collaboration
• Empathy with appropriate accountability
• Adaptability and sound judgment
• Ownership and follow-through
• Professionalism
• Ability to coach and develop others
• Commitment to continuous improvement
• Willingness to raise concerns and escalat risks appropriately

Screening Requirements

Candidates may receive requests for background checks and/or drug screening related to this employment opportunity. Applicants should respond promptly to screening requests, as delays or non-response may impact eligibility for employment.

Reasonable Accommodation

If you require alternative methods of application or screening, you must approach the employer directly to request this.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Other duties may be assigned.

EEO Statement

CapitolBridgePRisanEqualOpportunityEmployer.AllemploymentdecisionsatCBPRarebased on businessneeds, jobrequirements, and individualqualifications,withoutregard to race, color, religionorbelief,national,socialorethnicorigin,sex(includingpregnancy),age,physical,mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil unionor domestic partnership status,pastor presentmilitary service,family medicalhistory or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate Federal Contractor and E-Verify compliant.

CapitolBridgePRisanEqualOpportunityEmployer.AllemploymentdecisionsatCBPRarebased on businessneeds, jobrequirements, and individualqualifications,withoutregard to race, color, religionorbelief,national,socialorethnicorigin,sex(includingpregnancy),age,physical,mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil unionordomestic partnership status,pastor presentmilitary service,family medicalhistory or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate Federal Contractor and E-Verify compliant.