Team Lead - Patient & Provider Support - Evening Shift

HireWorks, LLC; United States; On-site; USD 60,000 - 80,000; Full time

Job summary

HireWorks, LLC is seeking an evening Team Lead to support a healthcare customer service team, assisting patients and medical offices. This hands-on role combines daily support with team guidance, workload coordination, and problem solving when management is unavailable.

You will oversee calls, triage inquiries, ensure timely order processing, and escalate issues as needed while upholding privacy and service standards. Strong communication and organization are essential.

Qualifications

• Strong communication and problem-solving skills are essential.
• Reliable, accountable approach with the ability to work independently.
• Comfortable guiding others and managing competing priorities.
• Ability to handle sensitive patient information professionally.

Responsibilities

• Oversee evening call queues, task assignments, and coverage to keep support operations running smoothly.
• Answer team questions, troubleshoot issues, and assist with complex patient and provider inquiries.
• Support accurate, timely processing of incoming orders and provider requests.
• Help prioritize urgent needs and escalate clinical concerns, staffing gaps, or system disruptions to leadership.
• Reinforce service expectations, documentation practices, and established procedures.
• Identify recurring errors, training needs, and opportunities to improve workflows.
• Document significant issues and provide clear handoffs to management and the daytime team.
• Maintain your own workload while helping the team meet quality and response-time expectations.

Skills

Communication

Organization

Problem solving

Leadership

Independence

Job description

We’re hiring an evening Team Lead to support a healthcare customer service team assisting patients and medical offices. This hands‑on role combines daily support responsibilities with team guidance, workload coordination, and problem‑solving when management is unavailable.

Responsibilities

• Oversee evening call queues, task assignments, and coverage to keep support operations running smoothly.
• Answer team questions, troubleshoot issues, and assist with more complex patient and provider inquiries.
• Support accurate, timely processing of incoming orders and provider requests.
• Help prioritize urgent needs and resolve routine issues, escalating clinical concerns, serious complaints, staffing gaps, or system disruptions to the appropriate leader.
• Reinforce service expectations, documentation practices, and established procedures.
• Identify recurring errors, training needs, and opportunities to improve workflows.
• Document significant issues and provide clear handoffs to management and the daytime team.
• Maintain your own support workload while helping the team meet quality and response‑time expectations.

What You Bring

Strong communication, organization, and problem‑solving skills; a dependable, accountable approach; and the judgment to work independently while knowing when to involve leadership. You should be comfortable guiding others, managing competing priorities, and handling sensitive patient information professionally.