Operations Team Lead
$31,200–$31,200 year
On-siteWest Palm Beach, Florida, United States
Job Summary
Manage patient access functions, inbound/outbound communications, insurance verification, and medical records support within the CARES Center. Provide escalation support for complex insurance and appointment concerns while monitoring real-time dashboards to meet service-level performance targets. Lead team members through onboarding, training, and performance coaching, ensuring adherence to workflows and quality standards. Identify operational bottlenecks, recommend improvements, and drive adoption of approved process changes to enhance efficiency. Maintain compliance with Florida AHCA and CMS eligibility requirements and uphold HIPAA standards during all interactions.
Required Qualifications
- High School diploma or equivalent
- 3+ years experience in medical office or healthcare contact center
- Experience in family engagement and patient advocacy, particularly in pediatric or complex care settings
- Ability to foster a positive, inclusive, and mission-driven team culture, reinforcing Bluebird Kids Health values in daily operations
- Strong coaching and mentoring skills, promoting collaboration, accountability, and continuous improvement among team members
- Emotional intelligence and adaptability, creating a supportive environment for both clinical and non-clinical staff
- Strong interpersonal and communication skills, with the ability to provide guidance and support to team members without direct supervisory responsibility
- Strong facilitation and communication skills for engaging parents/caregivers, including cultural and linguistic sensitivity
- Strong organizational and time-management skills, with the ability to handle multiple priorities while maintaining operational efficiency
- Proficiency in using healthcare technology platforms, including electronic health records (EHR)
- Experience in operational improvement, with the ability to implement approved process changes and monitor adoption
- Data-driven mindset, comfortable using performance metrics and dashboard tools to support targeted performance
- Strong problem-solving and conflict resolution skills, with the ability to support team performance and resolve challenges in a collaborative manner
- Location: Palm Beach, FL (On-Site)
- Role Type: Non-Exempt
Desired Qualifications
- Knowledge of Florida Medicaid/AHCA and CMS eligibility requirements, including documentation standards and care coordination protocols (preferred)
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.