Customer Experience – PAP Continuity Team Lead

Position Summary

Ready to take the next step in your career? The PAP Continuity Team Lead role at DASCO is an exciting opportunity to grow professionally while showcasing your problem-solving and leadership skills. This position provides hands-on leadership within the PAP Continuity call center team, supporting agents in real time while driving quality, productivity, and patient retention.

The PAP Continuity Team Lead assists the Call Center Manager on an as needed basis. This can include answering specialists questions in team chat, taking patient escalation calls, monitoring and scoring call qualities, assisting agents in overall job success, training new specialist who are new to team, assisting in organizing training materials. As a Team Lead, you will partner closely with leadership, expand your impact, and continue building your career with a growing organization committed to internal development.

Schedule

Monday–Friday, 8:00 – 5:00 pm EST

Why This Role?

This role is an ideal first step into management for high-performing professionals ready to expand their leadership impact. As a PAP Continuity Team Lead, you will gain hands-on experience in coaching, quality monitoring, training facilitation, and operational support while contributing directly to patient retention and revenue performance.

You will help lead a team focused on real-time patient engagement, resupply success, and save initiatives, building foundational leadership skills for future supervisory or management roles. This position offers increased visibility, the opportunity to influence team performance, and a clear path for growth within DASCO.

Key Responsibilities

Lead and support PAP Continuity agents through Teams chat and/or help desk phone line

• 50%+ Time will be handling inbound and outbound phone calls when call queues are backed up.   
• Serve as a PAP Continuity subject matter expert for agent questions, workflows, and escalations
• Support both inbound resupply calls and outbound patient outreach (including lapsed patient “save” campaigns)
• Monitor and score calls across inbound, outbound, and email interactions; provide coaching and feedback to agents
• Lead training classes for new hires and ongoing refresher sessions related to PAP resupply, compliance, and retention strategies
• Handle and research escalated patient concerns related to PAP therapy, resupply orders, billing questions, and service issues via phone, email, and chat
• Explain processes clearly to agents and patients, including resupply eligibility, insurance coverage, compliance requirements, and order status
• Answer help desk and Teams chat questions from agents in real time
• Support performance initiatives related to key metrics such as resupply conversion, save rates, quality scores, and patient experience
• Maintain compliance with company policies, HIPAA, and regulatory standards

Required Qualifications

• 1+ year of call center experience, preferably in healthcare, medical billing, or insurance
• Experience explaining patient responsibility, insurance coverage, and/or medical billing concepts
• Coaching, mentoring, or peer-support experience
• Strong communication, problem-solving, and critical-thinking skills
• Ability to multitask and adapt in a fast-paced, high-volume environment

Preferred Qualifications

• HME/DME industry experience, particularly with PAP therapy or resupply programs
• Prior Team Lead, Senior Agent, or leadership experience
• Familiarity with Brightree or similar EMR/billing systems
• Experience with inbound/outbound call blending and patient retention strategies

Core Competencies

• Leadership and accountability
• Coaching and performance management
• Patient experience and service excellence
• Operational execution and adaptability
• Conflict resolution and de-escalation
• Retention and relationship management
• Regulatory and compliance awareness

Physical and Work Environment Requirements

• Ability to sit for extended periods while working at a computer and telephone
• Ability to multitask in a fast-paced, high-volume call center environment
• Comfortable managing multiple communication channels (phone, chat, email) simultaneously

Work Schedule Flexibility

• Standard schedule: Monday–Friday,8:00 a.m. – 5:00 p.m.
• Flexibility to work until 7:00 p.m. as needed to support holidays, vacations, and operational coverage #IND100

EEO

#ind100