Contact Center Team Lead

Summary

Join Cedar's team as a Contact Center Team Lead and lead our Patient Advocate team, blending leadership and operational management to ensure high service levels and foster team development. Oversee daily operations, including call queue management, quality assurance, and escalated issues. Mentor and develop your team, manage attendance, and ensure adherence to performance metrics. Become an industry subject matter expert, guiding your team and interfacing with users and clients. This fully remote position requires access to a private workspace. Cedar offers a competitive salary, equity, and benefits package.

Requirements

• 3+ years of experience in a supervisor or lead role capacity
• Prior experience in the Healthcare industry (medical billing, insurance or related healthcare experience)
• Experience navigating electronic medical record systems (preferably Athena (Centricity Business), eClinicalWorks, Medik, CareVoyant, Nextgen, and Epic)
• Ability to show empathy and passion for outstanding customer service
• Excellent verbal and written communication skills
• Exceptional problem-solving and critical-thinking skills
• Excited about Cedar’s mission of improving the healthcare financial experience
• This is a fully remote position, and as a result will require access to a nice private space

Responsibilities

• Lead the Patient Advocate team, blending leadership and operational management to ensure high service levels and foster team development
• Oversee daily operations, including call queue management, quality assurance, and escalated issues
• Mentor and develop your team, manage attendance, and ensure adherence to performance metrics
• Become an industry subject matter expert, guiding your team and interfacing with users and clients to deliver the highest level of support

Benefits

• Salary 61,200-80,000
• This role is also equity-eligible
• This role offers a competitive benefits and wellness package
• Unlimited PTO for vacation, sick and mental health days–we encourage everyone to take at least 20 days of vacation per year to ensure dedicated time to spend with loved ones, explore, rest and recharge
• 16 weeks paid parental leave with health benefits for all parents, plus flexible re-entry schedules for returning to work
• Diversity initiatives that encourage Cedarians to bring their whole selves to work, including three employee resource groups: be@cedar (for BIPOC-identifying Cedarians and their allies), Pridecones (for LGBTQIA+ Cedarians and their allies) and Cedar Women+ (for female-identifying Cedarians)
• Competitive pay, equity (for qualifying roles) and health benefits that start on the first of the month following your start date (or on your start date if your start date coincides with the first of the month)
• Cedar matches 100% of your 401(k) contributions, up to 3% of your annual compensation
• Access to hands-on mentorship, employee and management coaching, and a team discretionary budget for learning and development resources to help you grow both professionally and personally