Senior Patient Activation & Care Team Lead

Guideway Care; Birmingham (AL); On-site; USD 21,000 - 34,000; Full time

Benefits offered by this job

Medical Insurance

Vision Insurance

Dental Insurance

FSA

Company paid disability

Employee Assistance Program

Life Insurance

Accident insurance

401(k) retirement plan

Job summary

Guideway Care is seeking a Senior Medical Contact Center Agent to join our team and help manage complex patient interactions while supporting a call center team. The role emphasizes strong communication, HIPAA compliance, and collaboration with clinical staff.

The ideal candidate has 3–5 years in a healthcare call center, with remote work experience preferred. The position offers a remote-ready environment and commitment to patient activation and care coordination.

Qualifications

• Advanced healthcare communication and patient service skills.
• Knowledge of medical terminology, HIPAA compliance, and healthcare workflows.
• Experience mentoring or coaching staff in a call center environment.

Responsibilities

• Handle complex patient interactions including escalations or high-priority cases.
• Provide feedback, mentoring, and quality assurance support to new staff.
• Oversee appointment scheduling, insurance verification, and patient follow-ups.
• Collaborate with clinical and administrative teams to coordinate patient care.

Skills

HIPAA compliance

Medical terminology

Call center software

Leadership

Customer service

Multitasking

Empathy

Education

Healthcare administration degree or equivalent

Job description

Guideway Care is seeking a Senior Medical Contact Center Agent to join our team and help manage complex patient interactions while supporting a call center team. The role emphasizes strong communication, HIPAA compliance, and collaboration with clinical staff.

The ideal candidate has 3–5 years in a healthcare call center, with remote work experience preferred. The position offers a remote-ready environment and commitment to patient activation and care coordination.