Healthcare Call Center Lead

Leading a hybrid team of healthcare professionals, the full-time Healthcare Call Center Lead will manage inbound and outbound member calls, oversee team performance, and ensure adherence to quality and service standards while working both onsite in Orange, CA and remotely. Key responsibilities Act as the subject matter expert for healthcare procedures, benefits, and services to resolve member inquiries Monitor team performance and assist in onboarding new staff, including quality assurance during training Address member complaints and lead specific projects or initiatives as assigned Required qualifications Minimum three years of customer service experience, with preferred experience in healthcare and leadership roles High School Diploma or GED required; college courses preferred Knowledge of Medicare Managed Care Plans is required Ability to type 40+ words per minute and proficiency with 10-key by touch Effective problem-solving and organizational skills, with the ability to prioritize multiple tasks