Team Lead- Insurance process

Overview

The Team Lead – Insurance Verification & Customer Service is responsible for guiding and supporting a team of specialists who handle inbound calls, insurance verification, lender support, and proof‑of‑coverage processing. This role ensures operational excellence through strong leadership, effective decision‑making, and the ability to manage change while maintaining high service standards. The Team Lead also assists with escalated calls, queue management, and acts as the primary support for frontline agents when needed.

• Team Leadership & Operational Oversight
  • Lead, mentor, and coach Insurance Verification Specialists to achieve performance goals and maintain high-quality work output.
  • Oversee daily workflows and actively manage call queues, reallocating resources during peak volumes or staffing shortages.
  • Assist team members with escalated calls, providing support and ensuring timely issue resolution.
  • Monitor team adherence to procedures, productivity expectations, and service-level requirements.
  • Provide support on complex or escalated inbound calls related to insurance letters, charges, proof of coverage, and account updates.
  • Ensure timely outbound calls to insurance agencies, carriers, and customers for updated insurance information.
  • Validate Break in Coverage (BIC) dates and oversee accurate documentation.

• Quality Assurance & Compliance
  • Review team entries for quality, accuracy, and compliance with lender and internal standards.
  • Ensure sensitive insurance information is handled with accuracy and confidentiality.
  • Identify errors or trends and provide corrective coaching or training.

• Decision Making & Change Management
  • Serve as a key decision-maker for operational challenges, escalations, and exceptions requiring leadership input.
  • Support and drive change management initiatives, including new processes, system updates, or workflow improvements.
  • Communicate updates clearly to the team and ensure successful adoption through coaching and reinforcement.

• Process Support & Continuous Improvement
  • Identify workflow gaps and recommend process improvements or efficiency enhancements.
  • Support Customer Service Coordinators with queue balancing, escalations, and special projects.
  • Conduct refresher training, team huddles, and knowledge-sharing sessions.

• Client & Stakeholder Collaboration
  • Maintain professional working relationships with internal departments, agents, carriers, and lender clients.
  • Participate in client meetings or operational discussions to support business needs.
  • Assist leadership in preparing reports, tracking KPIs, and presenting performance updates.

• Performance & Accountability
  • Ensure the team meets or exceeds KPIs with balanced focus on:
  • 50% Meeting Goals, Accuracy, and Deadlines
  • Conduct performance reviews, coaching sessions, and provide timely feedback.

• Administrative & Additional Duties
  • Attend departmental meetings and represent the team as needed.
  • Complete additional tasks or special assignments as directed by management.

• Previous experience in insurance verification, customer service, or call center operations.
• Prior leadership or team lead experience strongly preferred.
• Excellent communication, coaching, and problem‑solving skills.
• Strong decision‑making abilities with experience guiding teams through change.
• Ability to handle escalations and manage multiple call queues effectively.
• Proficiency in insurance verification systems, portals, and general call center tools.