Cedar

Contact Center Team Lead

Remote
May 7, 2025
🏠 Remote
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Deadline date:

Job Description

Our healthcare system is the leading cause of personal bankruptcy in the U.S. Every year, over 50 million Americans suffer adverse financial consequences as a result of seeking care, from lower credit scores to garnished wages. The challenge is only getting worse, as high deductible health plans are the fastest growing plan design in the U.S.

Cedar’s mission is to leverage data science, smart product design and personalization to make healthcare more affordable and accessible. Today, healthcare providers still engage with its consumers in a “one-size-fits-all” approach; and Cedar is excited to leverage consumer best practices to deliver a superior experience.

We are seeking a proactive and results-driven Contact Center Team Lead to lead our Patient Advocate team. This role blends leadership and operational management, ensuring high service levels while fostering team development, improving customer satisfaction, and collaborating with internal teams to troubleshoot issues and implement solutions. As a Team Lead, you'll oversee daily operations, including call queue management, quality assurance, and escalated issues. You will mentor and develop your team, manage attendance, and ensure adherence to performance metrics. Additionally, you will become an industry subject matter expert, guiding your team and interfacing with users and clients to deliver the highest level of support.
 
Required Skills & Experience:

● 3+ years of experience in a supervisor or lead role capacity
● Prior experience in the Healthcare industry (medical billing, insurance or related
healthcare experience)
● Experience navigating electronic medical record systems (preferably Athena
(Centricity Business), eClinicalWorks, Medik, CareVoyant, Nextgen, and Epic)
● Ability to show empathy and passion for outstanding customer service
● Excellent verbal and written communication skills
● Exceptional problem-solving and critical-thinking skills
● Excited about Cedar’s mission of improving the healthcare financial experience
● This is a fully remote position, and as a result will require access to a nice
private space.

Compensation Range and Benefits:
● Salary** 61,200-80,000
● This role is also equity-eligible
● This role offers a competitive benefits and wellness package
*Subject to location, experience, and education

What do we offer to the ideal candidate?

  • A chance to improve the U.S. healthcare system at a high-growth company! Our leading healthcare financial platform is scaling rapidly, helping millions of patients per year
  • Unless stated otherwise, most roles have flexibility to work from home or in the office, depending on what works best for you
  • For exempt employees: Unlimited PTO for vacation, sick and mental health days–we encourage everyone to take at least 20 days of vacation per year to ensure dedicated time to spend with loved ones, explore, rest and recharge
  • 16 weeks paid parental leave with health benefits for all parents, plus flexible re-entry schedules for returning to work
  • Diversity initiatives that encourage Cedarians to bring their whole selves to work, including three employee resource groups: be@cedar (for BIPOC-identifying Cedarians and their allies), Pridecones (for LGBTQIA+ Cedarians and their allies) and Cedar Women+ (for female-identifying Cedarians) 
  • Competitive pay, equity (for qualifying roles) and health benefits that start on the first of the month following your start date (or on your start date if your start date coincides with the first of the month)
  • Cedar matches 100% of your 401(k) contributions, up to 3% of your annual compensation
  • Access to hands-on mentorship, employee and management coaching, and a team discretionary budget for learning and development resources to help you grow both professionally and personally

About us

Cedar was co-founded by Florian Otto and Arel Lidow in 2016 after a negative medical billing experience inspired them to help improve our healthcare system. With a commitment to solving billing and patient experience issues, Cedar has become a leading healthcare technology company fueled by remarkable growth. “Over the past several years, we've raised more than $350 million in funding & have the active support of Thrive and Andreessen Horowitz (a16z).

 

As of November 2024, Cedar is engaging with 30 million patients annually and is on target to process $3.5 billion in patient payments annually. Cedar partners with more than 55 leading healthcare providers and payers including Highmark Inc., Allegheny Health Network, Novant Health, Allina Health and Providence.

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