Phone Support Team Lead

Position Summary

The Team Lead is responsible for supervising the Phone Support Representatives who provide outreach and assistance to patients enrolled in remote cardiac device monitoring programs. This role ensures that patient outreach protocols are followed, performance targets are met, and quality standards are maintained. The Team Lead acts as the first point of escalation for patient or staff concerns, coordinates with clinical and operational teams, and drives continuous improvement in patient engagement and compliance.

This is an in-office position located in Houston, Texas.

Key Responsibilities

• Oversee daily operations of the Phone Support team, ensuring call volumes, outreach schedules, and follow-up protocols are met.
• Coach, mentor, and train staff on patient engagement techniques, device platform workflows, and compliance standards.
• Conduct regular check-ins, performance reviews, and provide feedback to improve efficiency and quality.
• Monitor documentation accuracy, timeliness, and adherence to HIPAA / privacy standards.
• Review call outcomes and patient interactions for quality assurance and training opportunities.
• Act as the first level of escalation for patient issues that exceed representative scope (technical, emotional, or compliance-related).
• Coordinate with clinical staff, customer success, onboarding, and IT teams to resolve escalated patient issues.
• Ensure urgent device alerts or clinical red flags are escalated appropriately and without delay.
• Track and report on key performance indicators (KPIs) : outreach success rate, reconnection metrics, compliance rates, call resolution time, and patient satisfaction.
• Analyze trends in patient engagement and recommend process improvements.
• Provide leadership with weekly / monthly updates on team performance and workflow efficiency.
• Identify gaps in processes, patient communication, or staff knowledge and implement corrective measures.
• Develop and update training materials, call scripts, and SOPs for phone support.
• Support initiatives to automate workflows, improve compliance tracking, and enhance patient experience.

Qualifications

Key Skills