Customer Service Team Lead – Patient Accounts

Company: Guidehouse
Job Family: Patient Account Representative
Location: Remote | No Travel Required
Clearance Required: None
Salary Range: $59,000 – $98,000 annually

Key Responsibilities:

• Answer inbound and follow-up outbound customer service calls professionally, ensuring a positive patient experience
• Resolve inquiries with a focus on first call resolution and escalate unresolved matters to supervisors or issue experts
• Resubmit corrected claims and supporting documentation to ensure accurate account handling
• Communicate with internal departments to resolve patient account issues and ensure proper follow-through
• Facilitate team huddles, support onboarding of new staff, and provide at-the-elbow guidance to team members
• Review and interpret managed healthcare contract reimbursement aspects as needed
• Monitor and manage call quality and handle calls under pressure with professionalism and empathy
• Maintain control of escalated calls, de-escalating patient concerns and instilling confidence in resolution
• Report issues to management in a timely manner and perform additional tasks as assigned

Required Qualifications:

• Minimum 8 years of experience in customer service, healthcare, or financial services
• High School Diploma or equivalent
• Exceptional communication, problem-solving, and customer service skills

Preferred Qualifications:

• Bilingual (English/Spanish)
• Experience with dialer systems

Compensation & Benefits:

• Medical, Rx, Dental & Vision Insurance
• Paid Sick Time, Holidays, and Parental Leave
• Discretionary variable incentive bonus eligibility
• 401(k) Retirement Plan
• Short-Term & Long-Term Disability Coverage
• Tuition Reimbursement & Learning Opportunities
• Employee Referral Program & Corporate Events
• Emergency Back-Up Childcare Program

About Guidehouse:

Guidehouse is a global AI-led professional services firm delivering advisory, technology, and managed services to commercial and government sectors. With 18,000 professionals worldwide, Guidehouse specializes in healthcare, finance, energy, infrastructure, and national security.

Equal Opportunity Employer | Veterans, Individuals with Disabilities encouraged to apply

Learn more: guidehouse.com

Recruitment Support & Accommodations:
📞 1-571-633-1711 | ✉️ RecruitingAccommodation@guidehouse.com