Clinical Support Team Lead in Draper, Utah at Forward Health LLC

Internal Job Opportunity – Team Lead, Inbound (House of Apnea Call Center)

Department: Patient Services

Reports To: Director of Patient Services

Location: Draper, Utah office

Application Deadline: 5/1/2026

We’re excited to announce an internal opportunity to step into a leadership role on our growing Patient Services team! We’re seeking a motivated, collaborative, and proactive individual to serve as an Inbound Team Lead. This is a key leadership role that strengthens daily support for our inbound agents and elevates the patient experience.

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About the Role:

As Team Lead, you’ll serve as the right hand to the Director of Patient Services and a vital day-to-day support for our inbound call center agents. You’ll lead a team of ~7 agents handling a wide range of patient needs including:

• DME orders and resupply questions
• Equipment troubleshooting (CPAP/BiPAP/APAP, masks, etc.)
• Billing inquiries
• Appointment scheduling (sleep & neuro providerappointments & mask fitting appts)
• Other general sleep apnea education and support

This role is focused on coaching, real-time support, and driving a high-quality, consistent patient experience — while ensuring team performance across key inbound metrics.

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Key Responsibilities:

• Daily Team Support

• Serve as the first point of contact for agent questions, patient escalations, and workflow clarification
• Support agents in real-time with troubleshooting, billing questions, and complex patient scenarios
• Help ensure calls are handled with both efficiency and empathy

• Coaching & Development

• Conduct regular 1:1 coaching sessions focused on call quality, accuracy, and patient experience
• Provide actionable feedback using call reviews and performance data
• Identify skill gaps (communication, troubleshooting, system use) and help develop agents accordingly

• Performance Management

• Monitor and drive team performance across key inbound metrics (AR, AHT,FCR,QA-call coaching, call resolution)
• Reinforce accountability while maintaining a supportive team environment
• Help agents balance speed, accuracy, and patient care

• Operational Leadership

• Assist with coverage by stepping in on calls when needed
• Support scheduling, payroll questions, and day-to-day operational needs
• Partner with leadership to identify trends and improve team performance

• Process Improvement

• Help refine workflows for scheduling, billing, and DME support
• Identify opportunities to reduce repeat calls and improve patient understanding
• Contribute to SOP updates and new process rollouts
• Help designing future bonus structures and process improvements

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What We’re Looking For:

Proven track record of strong performance in your current role

• Minimum 6 months in current position
• Full-time availability
• Strong communication skills — able to coach with clarity, empathy, and confidence
• Ability to handle complex or sensitive patient situations professionally
• Strong problem-solving skills and the ability to think through scenarios in real time
• Organized, dependable, and proactive
• Experience helping peers or informally leading is a strong plus
• No active disciplinary actions

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Why Apply?

Step into a leadership role with real impact on team success and patient experience

Build skills in coaching, operations, and decision-making

Help shape how the inbound team delivers care and support to patients

Play a key role in improving both team performance and patient outcomes

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Let’s continue building a strong, supportive team — we’re excited to see who’s ready to step into this role!