Client Relations Department Team Lead (Collections)

The Client Relations Coach is a key member of the Client Relations team, responsible for mentoring and coaching peers to drive performance, engagement, and professional growth. This role partners with leadership to foster a positive, collaborative team environment while delivering high-quality service to patients and clients.

This individual plays a critical role in supporting team development, improving processes, and maintaining compliance—all while embodying a culture of teamwork, integrity, and “ridiculously nice” service.

Key Responsibilities:

Coaching & Team Support

• Mentor and coach teammates to improve performance, skills, and compliance with processes
• Conduct call reviews, account reviews, and observations; provide actionable feedback
• Build strong relationships to support collaboration and trust across the team
• Assist with escalated calls and provide guidance on complex account situations
• Identify trends and recommend training, communication, or process improvements
• Support onboarding and integration of new hires
• Help drive engagement initiatives, recognition programs, and team-building activities

Patient & Client Service

• Handle inbound and outbound calls with patients regarding insurance and billing inquiries
• Collect and verify insurance, demographic, and account information
• Educate patients on healthcare billing, insurance processes, and financial options
• Research and resolve patient/client concerns using internal systems and tools
• Offer solutions that balance patient, client, and business needs
• Ensure compliance with all applicable laws, regulations, and company policies
• Route accounts or issues to appropriate departments when needed

Additional Responsibilities

• Support team leaders with daily operations and preparation for new hires
• Participate in projects, training, and non-dialing activities as assigned
• Take supervisor calls and assist specialists with account-related questions
• Maintain confidentiality and integrity in all interactions
• Complete required training and pursue ongoing professional development
• Set and work toward personal and professional growth goals

Qualifications:

Education

• Required: High School Diploma or GED
• Preferred: Associate degree or some college coursework

Experience

• 2+ years in customer service (contact center preferred)
• 2+ years working in a fast-paced, multi-tasking environment
• 1+ year mentoring or coaching peers (preferred)
• Experience supporting team development and learning culture (preferred)
• Healthcare revenue cycle, insurance, billing, or collections experience (preferred)

Skills & Competencies:

• Strong coaching, mentoring, and communication skills
• Ability to build relationships and foster teamwork
• Problem-solving and conflict resolution capabilities
• Adaptability and accountability in a dynamic environment
• Customer-focused mindset with a commitment to service excellence
• Process improvement mindset with attention to compliance

Technical Skills:

• Proficiency in Microsoft Office Suite
• Typing speed of 45+ WPM
• Experience with healthcare systems, CRM tools, or call center technology (preferred)
• Ability to navigate multiple systems simultaneously

Certifications (Preferred):

• Certified Revenue Cycle Specialist (CRCS) or working toward certification

Work Environment:

• Office/call center setting with moderate noise
• Regular sitting, speaking, typing, and computer use
• Occasional standing and walking

Benefits & Incentives:

• Comprehensive Health Benefits: Choose from a variety of medical, dental, and vision plans designed to support your overall well-being.
• Life & Disability Coverage: Receive company-paid Basic Life and AD&D insurance, short-term and long-term disability coverage, with the option to purchase additional voluntary Life and AD&D benefits.
• 401(k) Retirement Plan: Become eligible to participate in the company's 401(k) plan on the first day of the quarter following three months of continuous employment, with a company match to help you invest in your future.
• Paid Time Off: Begin accruing PTO on your first day of employment, promoting a healthy work-life balance from the start.
• Flexible Benefit Options: Tailor your benefits package with a variety of options to meet your individual and family needs.

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.