Virtual Call Center Team Lead

Job Title: Customer Service Team Lead – Medical Reimbursement (Contract)

Employment Type: W-2 Contract

Location: Fully Remote (NC/SC residents only)

Position Overview

We are seeking a motivated Customer Service Team Lead to guide and support a team of Medical Reimbursement Specialists during a high-volume seasonal project. This contract runs from November through February and requires a mix of leadership and hands-on contribution. The Team Lead will coach associates, monitor performance, support training, ensure quality standards, and assist with escalations while also completing reimbursement tasks directly.

Key Responsibilities

Provide daily guidance, coaching, and feedback to team members handling benefit investigations and reimbursement support.

Monitor performance to ensure accuracy, productivity, and compliance with service level requirements.

Resolve escalations and communicate issues to management when necessary.

Assist with training initiatives, onboarding, and development of training materials.

Conduct performance monitoring and report on team and individual progress.

Perform benefit reverification and reimbursement tasks as an individual contributor when needed.

Foster open communication with staff and leadership to identify challenges and propose solutions.

Build and maintain positive relationships with internal teams and external stakeholders.

Qualifications (Must-Have)

Minimum 1 year of leadership and/or training experience in a remote call center environment.

At least 1 year of experience in a multi-hub or high-volume call center.

1+ years working with specialty pharmacies.

1+ years of hands-on benefit verification and reimbursement experience (inbound and outbound).

Strong customer service, interpersonal, and problem-solving skills.

Ability to perform in a fast-paced, high-volume environment.

Proficiency with Microsoft Office and ability to learn new systems quickly.

Must reside in NC or SC (local to Charlotte preferred).

Schedule Requirements

Must be able to attend training 9:00 AM – 6:00 PM EST.

Must be fully available for shifts between 8:00 AM – 8:00 PM EST, Monday–Friday.

No pre-planned vacations permitted during the contract period (November–February).

Some weekend work may be required based on business needs.

Online training may be required outside standard hours.