Customer Service Team Lead – Healthcare (Epic Systems)

About the role

The Customer Service Team Lead will oversee daily customer service operations within a healthcare environment, ensuring exceptional service delivery while managing a team of representatives. This role requires strong expertise in Epic Systems and a solid understanding of PHI compliance.

Key responsibilities

• Lead, coach, and develop a team of Customer Service Representatives to meet service, quality, and productivity targets.
• Monitor daily operations, enforce SLAs, and maintain high customer satisfaction standards.
• Conduct performance reviews, provide feedback, and implement development plans.
• Handle escalated customer issues and ensure timely resolution.
• Utilize Epic Systems to review customer accounts, patient records, and service activities.
• Support team members with Epic-related inquiries, workflows, and troubleshooting.
• Generate, analyze, and distribute operational reports on service performance, call volumes, and quality metrics.
• Develop dashboards and performance scorecards for leadership review.
• Ensure all interactions comply with HIPAA regulations and safeguard PHI.
• Conduct regular compliance audits and reinforce privacy standards.
• Identify process inefficiencies and recommend improvements to enhance customer experience.

Required profile

• Bachelor's degree in Business Administration, Healthcare Administration, Communications, or related field, or equivalent experience.
• Minimum 2 years of leadership or supervisory experience in a customer service, healthcare support, or call‑center environment.
• Demonstrated experience using Epic Systems.
• Experience handling and protecting Protected Health Information (PHI).

Required skills

• Epic Systems