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