Call Center Team Lead - Remote

  • 5959 Corporate Dr, Houston, TX 77036, USA
  • Employees can work remotely
  • Full-time

Company Description

HealthHelp - A WNS Company (, is the leader in the field of healthcare utilization & care management. We have gained this position by actively working to change out-of-date practices with a collaborative, non-denial based approach. Our methodology helps payors achieve a higher return on investment, gives providers education programs that better inform physicians, and ensures quality and safety for the patients needing treatment.

HealthHelp’s innovative approach and strong IT capability in specialty benefits management means that staff will move healthcare forward when provided with evidence-based solutions and second opinions. HealthHelp's staff is comprised of healthcare professionals who make a difference every day. HealthHelp has a desire to fill their company with talented and innovative people who want a career path filled with success and personal growth.

Our specialty benefits management services are broad and include, Cardiology, Oncology, Radiology, Radiation Therapy, Sleep Care, and Musculoskeletal Care. HealthHelp has two locations in Houston, one a corporate office and the second a state-of-the art contact center. HealthHelp is also proud to have another such contact center in Albany, New York.

WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group’s over 44,000+ Professionals serve across 60 delivery centers in 16 countries worldwide.

Job Description

Gathering and entry of detailed information from external customers, including ordering physician offices, facilities and members affiliated with various contracted insurance companies
Ability to work flexible schedules including shift hours between 6:00 am and 7:00 pm
Capable of collaborating with client personnel to resolve customers concerns
Ability to help manage agents productivity to achieve service levels
Assist with handling escalated issues and taking customer calls when the need arises
Able to manage queue work and assist Supervisor as needed
Other related duties as assigned
Participates in the HealthHelp Quality Management Program as required
Adheres to all HIPAA, state and federal regulations pertaining to the clinical programs
Adheres to both URAC & NCQA standards pertinent to their job description


High School Diploma or equivalency (Associate Degree preferred)

Technical and functional expertise

Computer experience required

Minimum 1 – 2 years’ experience dealing with customers, providers, patients via the phone while working in a Clinical Contact Center environment

Excellent interpersonal, written and presentation skills, including the ability to handle interactions with facility personnel, providers, members and various internal departments in a professional manner

Ability to work in a fast paced and structured environment

Computer literate ability to work on PC for extended hours MS Word/Excel applications

Possess extensive knowledge of medical terminology and anatomy- CPT-ICD-9 codes

Demonstrates leadership and motivational skills

Possess effective analytical/problem solving skills

Technical and functional expertise

Additional Information

All your information will be kept confidential according to EEO guidelines.

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