Team Leader, Contact Center Operations

Winner of the Best and Brightest® Companies to Work for in Boston and in the Nation by the National Association for Business Resources (NABR) for the third consecutive year.

At Healthcare Financial, Inc. (HFI), we're looking for an experienced Member Advocate who can bring operational know-how, sound judgment, and a collaborative approach to our Social Security Contact Center. This is a hands-on Team Lead role for someone who enjoys helping others succeed while staying connected to the work that matters.

What You'll Do

This is a true working Team Lead position, with approximately 50% operational support and 50% direct member advocacy.

• Monitor call queues, dashboards, dialer activity, staffing availability, and workflow throughout the day.
• Help Member Advocates navigate Social Security screenings, applications, documentation, case questions, and established procedures.
• Recognize workflow gaps, unusual call activity, and coverage concerns, escalating issues to leadership when needed.
• Assist with onboarding, job shadowing, refresher training, and day-to-day knowledge sharing.
• Conduct member screenings, support SSI/SSDI application activities, complete follow-ups, and maintain accurate case documentation.
• Help the team stay productive and responsive without losing sight of the individual behind every call.

What We're Looking For

You bring experience, initiative, and a genuine understanding of what it takes to succeed in a high-volume contact center.

• At least two years of high-volume or production-based call center experience.
• At least one to two years of experience as a Member Advocate.
• Experience with Social Security, Medicare, or Medically Complex program operations.
• Strong working knowledge of SSI/SSDI screening, application requirements, case documentation, and follow-up.
• The ability to recognize patterns, solve problems, manage competing priorities, and adapt quickly.
• A calm, supportive communication style and the confidence to help peers navigate challenging situations.
• A commitment to treating members with compassion, dignity, and respect.
• Work Schedule: Full-Time Hours (40 hrs./week) Monday – Friday. 12-8 pm
• Ability to work within the contiguous United States (known as the 48 U.S. states that share a border and the District of Columbia. It excludes Alaska, Hawaii, and all U.S. territories, such as Guam, American Samoa, Puerto Rico, and the Northern Mariana Islands.

One Important Distinction

This is leadership without the management title.

You'll serve as an operational resource and subject matter expert, helping your colleagues navigate daily challenges and keeping work on track. Formal supervisory responsibilities including hiring, performance reviews, disciplinary action, and time-off approvals remain with management.

If you're the person who takes initiative, shares knowledge, asks the right questions, and helps others do their best work, this could be your next step.

Why Join Us?

At this time, HFI will not sponsor a new applicant for employment authorization or offer any immigration related support for this position (i.e. H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, or another type of work authorization).

Our Massachusetts based annual salary for this role ranges from $65,000 -$75,000. The salary range does not reflect total compensation which includes base salary, benefits and other options.

EEO Statement

HFI is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. HFI is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. HFI will not tolerate discrimination or harassment based on any of these characteristics. HFI encourages applicants of all ages.