Eligibility Team Lead: People-First Operations Leader

Capitol Bridge, LLC.; Columbia (SC); On-site; USD 41,000 - 50,000; Full time

Benefits offered by this job

Medical, dental, vision, and pharmacy

Company-sponsored life insurance

401(k) with company match

Paid time off

Employee Assistance Program

Paid training

Paid holidays

Job summary

Capitol Bridge, LLC seeks an experienced Eligibility Team Lead to guide South Carolina operations. You will lead frontline staff, set performance expectations, and ensure productivity, quality, and compliance across the team.

The role emphasizes coaching, timely feedback, and escalation handling, with on-site responsibilities and a focus on continuous improvement and operational excellence.

Qualifications

• Minimum of two (2) years of supervisory, team lead, or leadership experience.
• Bachelor's degree in Business Administration, Management, Supervision, or a related field preferred; an equivalent combination of education, training, and relevant experience may be considered.
• 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 case management, healthcare, government contracting, eligibility, customer service, or another 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, accountability, collaboration, empathy with accountability, adaptability, ownership, professionalism, coaching, improvement.

Responsibilities

• Provide daily leadership, direction, and support to assigned Eligibility Case Managers.
• Set and reinforce 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, operational barriers, or performance concerns requiring escalation and ensure appropriate follow-through.
• Serve as the first point of escalation for Case Manager questions, concerns, and operational issues.
• Reinforce established policies, procedures, work instructions, and client requirements.
• Communicate operational updates, process changes, and expectations clearly and consistently to the team.
• 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 operational improvements.
• Support employee development through coaching, mentoring, knowledge sharing, and ongoing feedback.
• Foster a culture 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.

Skills

Leadership

Communication

Coaching

Problem-solving

Decision-making

Attention to detail

Accountability

Team development

Education

Bachelor's degree (Business Administration/Management/Supervision)

Job description

Capitol Bridge, LLC seeks an experienced Eligibility Team Lead to guide South Carolina operations. You will lead frontline staff, set performance expectations, and ensure productivity, quality, and compliance across the team.

The role emphasizes coaching, timely feedback, and escalation handling, with on-site responsibilities and a focus on continuous improvement and operational excellence.