Team Lead, Client Commmunications

 About Us:

Our purpose is to help clients exceed their financial health goals. Across the reimbursement cycle, our scalable solutions and clinical expertise help solve programmatic needs. Enabling our teams with leading technology allows analytics to guide our solutions and keeps us accountable achieving goals. 

We build long-term careers by investing in YOU. We seek to create an environment that cultivates your professional development and personal growth, as we believe your success is our success.  

JOB SUMMARY:

Job Summary
The Escalation Management Team Lead oversees a team of Escalation Management Agents responsible for coordinating and retrieving medical records from healthcare provider offices on behalf of Virtix Health’s clients. The Team Lead ensures daily operations run efficiently, provides coaching and performance management, resolves complex provider issues, and supports workflow accuracy throughout the retrieval lifecycle. This role requires strong leadership, communication, and problem solving skills, along with a thorough understanding of medical record retrieval processes and HIPAA regulations.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 
Note: The essential duties and responsibilities below are intended to describe the general duties and responsibilities of this position and are not intended to be an exhaustive statement of duties. This position may perform all or most of the primary duties listed below. Specific tasks, responsibilities or competencies may be documented in the Team Member’s performance objectives as outlined by the Team Member’s immediate Leadership Team Member.

Responsibilities
Team Leadership & Operations
•    Assist Supervisor and support Escalation Management Agents in their daily activities.
•    Monitor team performance to ensure productivity, accuracy, and timeliness standards are met.
•    Provide ongoing coaching, feedback, and training to enhance team effectiveness.
•    Assist with onboarding and development of new team members.
Escalation & Issue Management
•    Handle complex provider concerns and escalated retrieval issues that agents cannot resolve.
•    Conduct research on difficult or incorrect inventory details and provide solutions promptly.
•    Serve as the primary point of contact for internal stakeholders regarding challenging retrieval cases.
Workflow & Quality Assurance
•    Review and verify team entries and updates in the Virtix Health retrieval application.
•    Ensure compliance with HIPAA and internal confidentiality requirements.
•    Analyze retrieval trends and identify barriers to timely completion.
•    Recommend improvements to workflows, scripts, and processes.
Communication & Reporting
•    Communicate professionally with provider offices, clients, and internal departments.
•    Track and report team productivity, accuracy, and escalation trends to management.
•    Assist in preparing daily, weekly, and monthly performance reports.
•    Support management with special projects as needed.
 
Requirements
•    High school diploma or equivalent required; some college preferred.
•    2+ years of experience in call center operations, medical record retrieval, collections, or healthcare administration.
•    Previous leadership, mentoring, or supervisory experience strongly preferred.
•    Strong verbal and written communication skills with professionalism and accuracy.
•    Excellent problem-solving abilities and attention to detail.
•    Working knowledge of HIPAA and experience handling protected health information.
•    Proficiency with computer applications and the ability to learn internal systems quickly.
•    Ability to prioritize tasks, manage multiple deadlines, and support team performance under time sensitive conditions.

PHYSICAL DEMANDS:
Note: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions as described. Regular eye-hand coordination and manual dexterity is required to operate office equipment. The ability to perform work at a computer terminal for 6-8 hours a day and function in an environment with constant interruptions is required. At times, Team Members are subject to sitting for prolonged periods. Infrequently, Team Member must be able to lift and move material weighing up to 20 lbs. Team Member may experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlines.
A job description is only intended as a guideline and is only part of the Team Member’s function. The company has reviewed this job description to ensure that the essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.