Onsite Patient Support Team Lead - Coaching & Quality

Omega Healthcare Management Services Pvt. Ltd.; Florida; On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health, dental, and vision coverage

401(k) plan with employer match

Paid time off and holidays

Bonus programs / commissions

Job summary

Omega Healthcare Management Services in Indianapolis, Indiana, seeks a Team Lead to supervise a Patient Support Representatives team in a fast-paced healthcare contact center.

You will coach staff, monitor productivity and quality, and partner with Quality and Training to drive calibration, coaching effectiveness, and remediation plans.

This on-site role requires strong communication, familiarity with CRM and case-management tools, and a commitment to HIPAA/privacy and client service excellence.

Qualifications

• High school diploma or equivalent required; bachelor's degree in Business Administration, Healthcare Administration, Operations, or a related field is preferred.
• Three or more years of contact center, patient services, healthcare operations, pharmacy-support, insurance, or related customer-operations experience.
• Prior Team Lead, supervisory, mentoring, subject-matter-expert, or comparable frontline leadership experience, including responsibility for coaching and monitoring employee performance.
• Demonstrated ability to support contact center performance through productivity, quality, schedule adherence, attendance, documentation accuracy, queue management, coaching, and operational escalation handling.
• Working knowledge of patient-support and pharmacy-support concepts, including copays, deductibles, coinsurance, out-of-pocket maximums, benefit verification, copay assistance, pharmacy claim responses, coordination of benefits, prior-authorization status support, and common claim-rejection scenarios.

Responsibilities

• Lead and coach a Patient Support Representatives team, monitoring performance and escalating as needed.
• Collaborate with Quality and Training on calibration, refresher training, coaching effectiveness, remediation plans, and implementation of process changes.
• Oversee live and recorded interactions, documentation reviews, and side-by-side observations.
• Escalate compliance, privacy, security, patient-safety, legal, or clinical concerns to the Manager.
• Communicate priorities, staffing updates, and client messages clearly to the team.
• Prepare and maintain team performance summaries, coaching records, attendance, and escalation logs.
• Participate in leadership meetings, operational reviews, and cross-functional meetings.
• Ensure HIPAA/privacy, documentation, scripting, and escalation requirements are followed.

Skills

Leadership

Coaching

Call Center

Contact Center

Insurance

NICE

Pharmacy

AHT

CHPT

Education

Bachelor's degree in Business Administration / Healthcare Administration / Operations, or related field

High school diploma or equivalent

Certified Pharmacy Technician (CPhT) certification

Active state pharmacy technician registration or licensure (where applicable)

Tools

CRM / case-management systems

Microsoft Office

NICE

Job description

Omega Healthcare Management Services in Indianapolis, Indiana, seeks a Team Lead to supervise a Patient Support Representatives team in a fast-paced healthcare contact center.

You will coach staff, monitor productivity and quality, and partner with Quality and Training to drive calibration, coaching effectiveness, and remediation plans.

This on-site role requires strong communication, familiarity with CRM and case-management tools, and a commitment to HIPAA/privacy and client service excellence.